As customer service expectations rise, businesses seek to improve the quality and efficiency of customer contact centers. DataCopy Services combines nearly two decades of related experience with cutting-edge technology to implement cost-effective contact center services for business. We integrate multiple methods of customer contact, optimizing customer choice and convenience, saving time, and lowering costs.
DataCopy Services currently manages more than 35 domestic and international contact center projects with call volumes ranging from very small (100 calls annually) to very large (15 million calls annually). We handled more than 23 million inbound calls in 2000.
DataCopy Services trains its well-educated work force to use a broad and flexible range of topics and tools. Our sophisticated knowledge base allows our customer service representatives (CSRs) to access information quickly and easily. CSRs can also search desktop applications for scripted answers, ensuring timely, accurate, and consistent responses.
We have bilingual CSRs to meet the needs of the Spanish-speaking population, and we provide customized technology and sensitivity training to help our CSRs serve special needs populations.
DataCopy Services chooses the most appropriate technology components for each project based on the needs of the customer. This approach has given us valuable experience with a wide variety of tools and technologies—including call routing, call tracking, and information research tools—that can be applied to various contact center environments.
DataCopy Services employs user-friendly, scaleable IVR systems for nearly all of its contact center contracts. Our effective systems allow callers to access or input information with a single phone call, reducing businesses' overhead costs. Customers can order materials and make account requests, updates, and status checks around the clock.
Many of our IVR systems allow callers to switch to live customer service representatives for assistance. DataCopy Services can also provide a Spanish-language option at the beginning of an automated greeting, allowing callers to speak with a bilingual CSR without having to wait through an entire English-speaking menu. We can quickly add other languages, such as Mandarin or Cantonese, to meet your IVR needs.
DataCopy Services seamlessly integrates computers and telephones to produce quality customer contact services. "Screen pop" data, showing a customer's call history and personalized information, appears on a customer service representative's screen before the call is transferred to her, ensuring immediate, accurate, and consistent responses. With the touch of a button, the CSR and the caller can synchronize their browsers to view identical pages.
DataCopy Services offers high-quality, professional correspondence services, providing timely responses to customer inquiries. A combination of hardcopy and e-mail services allows our contact centers to respond to customers' inquiries securely, accurately, and quickly.
Our e-mail correspondence services offer enhanced reporting features to track trends and statistics, and they allow customers to build and maintain data for outreach programs based on customer information received in e-mails. DataCopy Services also offers a system for receiving, responding to, and archiving correspondence received through the Internet.
