Customers are Interacting Differently. Are You?

Today’s global business world is evolving with technologies that allow customers interaction through a variety of avenues. This is no longer a trend, but a reality. Contact centers must now shift focus to expanding capabilities beyond phone systems. Since your customers are more immersed in technologies that allow them to be autonomous in their interactions, you need to adopt technologies to meet your customer’s shifting behaviors.

Quantam works with your business to expand your operational control and capabilities related to your customer service experience. Quantam has experience with intelligent technology based solutions that provide excellent return on investment, better services, pervasive qualities, smart technologies, and a reduction to your overall operating costs. Our professionals have knowledge with Omni-channel, web-based customer interactions, chat, interactive voice response systems, live support, e-mail, and more. We help you implement solutions to better engage your customers based on our operational and technology assessments. Our ultimate goal is to transform your contact center away from the traditional 9 to 5 customer service experience. Quantam drives new and untapped customer interaction channels using today’s available technology assessing your organization for the right technological fit. 

It's about Great Leadership

A contact center is only as good as the leadership managing it. Leaders that know how to use contact center tools, how to read and analyze data, and how to employ data properly are the most effective path to managing resources that service your customers. The steady growth in contact centers over the past 20+ years has resulted in a requirement for new job-related management skills. As call center personnel have developed these skills, the position of contact center management has also evolved, requiring certain skills and knowledge to be an effective manager. Quantam provides leadership education and training with the goal of making your contact center more nimble, faster, and predictive of your customers’ needs. We also train your management with skills to enhance their knowledge base.  We work with your management, guiding them to establish performance benchmarks, understand contact center metrics, value principles, people management, schedule management, call monitoring, managing service levels, skills based routing, and more. 

People Still Matter

Technology resolves only some of your contact center pain points. The value of qualified and knowledgeable resources remains a customer service hallmark. Quantam assesses people related contact center needs providing training to help your people improve customer satisfaction. Our training focuses on your business environment, workflow processes, and the tools your people use. Looking for qualified and knowledgeable resources? Quantam also provides contact center staffing if you need to ramp up your contact center operations or if you are just looking to fill resource gaps. 

You Think It, We Build It

Building or re-building your contact center can be a monumental task. Quantam builds contact centers from scratch or re-structures your existing contact center structure. Today, companies of all sizes are able to quickly set-up new call centers anywhere in the world, utilizing the latest technology and cloud-based software systems. Quantam provides professionals who not only help you plan contact center buildouts and the cost considerations involved, but our professionals and project management will also configure, wire, and implement contact center applications. Considering outsourcing your contact center? Quantam can be your contact center solution. Outsourcing your contact center has become a viable solution for small to large size organizations. Quantam understands the mission-critical nature of the customer experience, thus, we treat your customer interactions as unique opportunities to exceed expectations and build long-lasting relationships. Our outsourcing service allows our clients to effectively service all your customers—through a myriad of contact channels—without sacrificing quality.

The Contact Center Backbone

Telephone communication still plays a very important role and possesses great value when it comes to the interactions you share with your customers.  Like other areas within the information technology space, the nature of the telecommunications products and services that businesses use have changed over the last 20+ years as a consequence of significant, sustained, and rapid innovation. This has resulted in organization rethinking dated telecommunications technology.

Quantam is a full supplier of telecommunications services that include

• Assessment and Analysis
• Design Network Solutions
• Carrier Choice & Selection
• Carrier Agreement Development
• Project Management
• Ongoing Customer Support
• Service Escalations

It's our Business

Technology remains an important factor at your contact center and is at the heart of all Quantam’s contact center services. Our experience focuses on the following, with the goal of implementing or improving applications to make your contact center lean, light, and fast: 

• Interactive Voice Response Systems
• Automatic Call Distribution
• Predictive Dialer
• Private Branch Exchange Systems
• IP Technology
• Computer Telephony Integration
• Speech Analytics
• Issue Tracking and Help Desk Systems
• Email Response Management Software
• Traditional Desktop Applications
• Cloud Based Systems
• Applications and Tools for Self-Service Via the Web and Mobile Devices
• Dashboard and Business Intelligence Products

Relationships Keep Customers Satisfied

Relationships require constant attention. Understanding and satisfying your customers makes for a better relationship. For the customer, getting their needs met effectively and wholly generally improves their experience and boosts their satisfaction. For your business, this means retaining more customers, increase customer lifetime value, and improving profitability. Quantam will engage your contact center leaders to nurture relationships through services that build customer loyalty. Our professionals have experience in customer relationship management applications and tools including sales force automation, Omni-channel capability, marketing, contact management, document management, integrated systems, and computer telephony integration.  

Own Your Data

Just as great management and people allow your organization to better interact with your customers, data analytics play a key role in understanding your customers’ positive experiences and their frustrations with your contact centers. Understanding the causes of customer frustration helps you decide how to improve and streamline your customer experience. With performance management tools focused on contact center analytics, Quantam examines where your gaps exist by implementing solutions to close these gaps. Quantam will help you select and implement the systems and tools that integrate with core systems to put data in front of you. Quantam uses tools that interpret data in a simple and easy to use manner, including contact center dashboard style analytics with drill down features alerts, monitoring, and more. These analytical systems and tools, coupled with Quantam’s abilities to enhance your management and people, will remedy common source of customer irritation boosting satisfaction, increasing first contact resolution, lowering handle times, and decreasing abandoned rates.