VoiceLog LLC (Booth 508) announced the opening of its first traditional live agent call center. The new center located just outside of Denver in Broomfield, Colo. is staffed with 25 agents and can be expanded easily based on client needs.
The new call center is in addition to the VoiceLog network of home-based agents, which provide superior service from home offices throughout the United States. VoiceLog will offer service options that provide any combination of traditional call center, home-based agents or a blended mix of the two.
While we love home-office-based agents, we wanted to give clients a choice, says Cindy Hamilton, vice president of operations for VoiceLog. Home-based agents are better educated, more experienced, have lower turnover and are happier than most traditional call center agents. At the same time, we realize some clients are just more comfortable with the traditional call center model. With our new center, we can now provide both.
Because they are on the same platform, the home-agent network will be available to support traditional call center customers in the event of call spikes.
In addition to the call center, VoiceLog offers high service levels (90 percent of calls answered in 10 seconds or less), guaranteed uptime, 100 percent digital recording with instant Web and telephone-based retrieval, script compliance, state-specific scripts, multilingual support and automated verification using speech recognition.
VoiceLog has always been about client choice, says longtime VoiceLog client Jeff Bornstein from Telecommunications on Demand. Over the last nine years, weve seen VoiceLog grow from a small company offering basic automated TPV to the premier full-service TPV provider offering every kind of verification from speech-recognition-based automated to both home-based and traditional call center live operators. They also offer a whole range of services aimed at quality monitoring and recording in call centers. The people at VoiceLog listen to their clients and have become truly a one-stop shop for the telecommunications and call center industries.
VoiceLog says it serves more than 60 percent of all telecommunications companies, and the majority of electric utility, natural gas and cable providers that use TPV.