Three reasons why near-sourcing your help desk needs to us makes sense:
1. Help Desks are our core competency.
Our state-of-the-art call center, located in Massachusetts, leverages the latest telecommunications, internet and database technologies to offer you the advantages that come from a dedicated call-center. Our costs are almost always going to beat doing it in-house, because our economy of scale means you get the support you need without duplicating the hardware, management and infrastructure we've already made. Our call center size and refined procedures are how we can handle 95% of all calls with no wait time, all day, every day. We even own our own telecommunications subsidiary to ensure maximum uptime - even during a crisis.
2. We know real estate.
Since 1990, our company has been focused on the mission of modernizing the real estate industry. We know how real estate professionals work - the tools they use, and the tools they should be using. Our unique focus on the real estate industry means we "get it" as a call center for REALTORS. when you are trying to maximize an existing investment such as a corporate website or back-end tools for listings, virtual tours or email, we understand the needs of real estate agents, managers and brokers.
3. Integration and Implementation.
Our corporate help desk services are much more than just hotlines. Our integrated training department has helped the biggest real estate corporations in the world deploy new products with a single solution to training and support. Our project managers build resources that help eliminate support issues, not just fix them, with online knowledgebases, training tools and multimedia tutorials.
Facts about our call center:
» Redundant T1, cable, DSL and wireless networking assure uptime and call routing in multiple conditions
» HEAT database with customized data tracking and analysis for every client, including real-time monitoring of issues and trends
» Televantage call center system is highly customizable to your routing, call handling and prioritizing needs
» Have a Heart™ certified Customer Care Specialists deliver support with the friendliness and caring that your users expect
Or Email: ddeveau@matthewferrara.com
