Why ADS?

Team

We employ a highly trained group of dedicated professionals, from the account managers assigned to you as a client to ensure that you get the most from your service, to the agents working to serve the needs of your customers.

All of our overseas agents have had extensive training in American English dialects and language idioms. Once your customer contact program is launched in a North American or overseas contact center, we provide additional intensive training on your products and services. If your products are technical, then we can offer college graduates to assist your customers in resolving their problems.

Our account managers work closely with their clients to understand their business and to keep informed about changes to the product and promotions that may affect the call center operation. We will schedule regular meetings and conference calls to ensure a continuous two way flow of information.

Telemarketing staff for outbound customer contact applications are trained to sell. They know how to maximize the close rate for small or large sales programs, and boost your revenues.

ADS Global can save you money and improve your customer response. We can tailor a program of customer contact services to meet the unique needs of your business and target customers. Our state of the art facilities and tools, our focus on client contact and communications, and our understanding of customer contact processes and exigencies all combine to provide our clients with the service levels demanded by companies in today's highly competitive service oriented markets.

Technical Excellence

ADS Global's telephone equipment is housed at a secure co-location facility in the US. Call traffic is carried to our North American and overseas facilities on leased circuits and routed to workstations using diverse routing to ensure high availability.

All North American and overseas facilities in other countries are seamlessly integrated into a single multimedia contact center with calls directed to available agents with the best skill-set wherever they are located. This means full redundancy and backup for the service to ensure that your customer and employee inquiries are always answered quickly.

We use extensive reporting software and call center management solutions to optimize response times and ensure that accurate information is conveyed to your customers. Call monitoring is used extensively to implement a program of continuous improvement.

Our internal call center supervisors and managers will be monitoring selective calls to provide feedback to the agents and improve training programs. You will have access to remote call monitoring on a real time basis to monitor the performance of agents. This will ensure that the agents are representing your company accurately, and handling calls in a courteous and professional manner.

Digital recording systems are used for quality control and performance improvement. Our customers have access to these recordings as needed to verify product or service sales or to review the capabilities of the agents representing their company. Reporting systems give supervisors and management the tools to know how well the center is operating, and selected reports are posted on the web for our customers to monitor performance and ongoing improvements. Daily reports on activity are sent to all of our clients to keep them informed of customer response to new programs and incentives. All of the equipment is designed for use in a multimedia environment, and can queue and schedule the processing and workflow for all types of customer contact. We have an Interactive Voice Response (IVR) for customers to obtain information from a knowledge base, sending pre-recorded messages to your clients, or for redirecting of incoming calls. It is available as needed for times when unexpected call volumes overload the capacity of the center, during off hours when infrequent calls may be received, or as a first line of interaction for clients with this preference.

Our equipment is designed for skills based routing. ADS Global knows how to effectively deploy and maintain a skills based routing system so that your preferred customers, or those with special needs can be directed to the agent with the skills and knowledge to respond to their needs. ADS Global uses workforce management to ensure that the agents are available to answer calls when they are needed, and are not working at the wrong times. This raises customer perceptions by reducing on-hold times and improves agent morale so that they will be able to present the best possible demeanor to your customers.

All of our equipment and facilities are constantly being improved and upgraded to meet the needs of new and existing customers. Our customer contact center functions as an extension of your business. ADS Global's US based account managers and operations team will work with you on a day to day basis to improve processes and give you better control over your customer contact.