Call Center

TeAM's integrated call center solution incorporates state-of-the-art web-enabled customer contact support, trained customer service representatives, and superior help desk management to address a range of technological requirements. We establish processes and procedures that enable us to continually monitor the delivery of services and capture detailed metrics that quantify our call center response capability.

TeAM's call center practices and adheres to the principles of total contact problem ownership. In our call center model, each customer service representative remains fully responsible for following an issue from initial contact to final resolution. Using this approach, the customer is always assured of consistent and informative service.

TeAM's Call Center services include:

  • Order inquiry management
    Operate and maintain an historical database of problems or questions and solutions, which can be accessed at any time to provide customer support.
  • Customer relationship management
    Handle storage and dissemination of information on applications, business practices, frequently asked questions and other needs.
  • Customized call center and web commerce reporting
    Provide all levels of information and support from Tier I to Tier III.
  • Caller identification
    Route calls to appropriate experts for management.
  • Real-time data access and mining
    Operate as an information center to respond to specific questions via phone, email, fax, or delivery service (UPS, FEDEX, USPS, etc.).
  • Quality monitoring service
    Interface with customers to solve their problems (business critical) and answer their requests for information (non-business critical).