Customer Care
VMC provides businesses a variety of technical support, help desk and customer contact center services in order to achieve positive performance results and increased customer satisfaction. We position and scale our dedicated, seasoned and technically trained resources so that the requirements of your support program are achieved. Our goal is to optimize the customer experience and provide consistent service delivery as we cater our support processes to your expectations.
Customer Care services include:
- Customer Care and Technical Support
- Sales/Retention
- Workforce Management (Forecasting/Scheduling/Staffing)
- Quality & Training
- Performance Management
- Sourcing & Hiring
Managing customer care programs is costly for organizations, which results in a strain on resources and impacts service delivery and growth. Outsourcing your customer care needs yields greater value to the customer experience and maximizes efficiencies at measurable savings. In addition, VMC works closely with clients so that we are an extension of your organization, as opposed to a service provider.
Customer Care Services - Workforce Management
VMC uses a centralized workforce management platform to manage your customer interaction forecasting, staff scheduling and intraday management needs. Our tools and experienced workforce management staff overcome the challenges associated with managing multiple agent skills and multiple customer support options. The VMC team, aligned with powerful tools, improves resource utilization to achieve service level objectives.
Workforce Management services include:
- Forecasting/Planning
- Schedule optimization
- Single or multi-site intraday (real-time) management
- Integration with client’s tools
- Efficiency and performance reporting
- Adherence to service level requirements
Our workforce management team takes on the tasks that are very time consuming, and labor intensive for our clients, and provides valuable support when a client lacks tools or the experience in this industry. By outsourcing these tasks to VMC, you will enable your organization to focus on its core competencies rather than these challenging tasks that can decrease efficiency and effectiveness. The demand for increased efficiencies has as great of an emphasis as providing a quality customer experience, here at VMC. VMC’s solutions provide both of these to our clients, in addition to lower costs because of strategically balancing resources and maximizing operational efficiencies.
End User Support & Technical Support
Sales & Retention Support