Tagged: Agents RSS

  • MikeU 9:37 AM on April 18, 2012 Permalink | Log in to leave a Comment
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    Ultimate Solutions Associates Switches to 3CLogic to Grow Home Loan Modification Programs 

    3CLogic, the leader in cloud based contact centers hosted on Amazon Web Services (AWS), is proud to announce that Ultimate Solutions Associates has switched to 3CLogic to run its Home Loan Modification programs. For many businesses, choosing the right contact center software to administer its Inbound and Outbound campaigns efficiently is critical. If the user interface is cumbersome for reps to learn and adopt, it can prove to be a sinkhole for time and money. 3CLogic provides tailored contact center solutions for businesses of all sizes, including important functionalities such as customized IVR (Interactive Voice Response) systems, flexible pricing options and both real time and historical reporting formats.

    Ultimate Solutions Associates, aiming to provide clients with assistance on safely and efficiently modifying their home loans, works with clients to protect their properties from falling victim to foreclosures. Ultimate Solutions Associates worked with 3CLogic to administer comprehensive campaigns with specially trained legal assistants to respond to customer inquiries and mortgage issues. Ultimate Solutions Associates leveraged some of 3CLogic’s Contact Center core features such as live agent monitoring tools and customized IVR (Interactive Voice Response) branches assigned to specific legal assistants.

    Yvonne Stewart, President of Ultimate Solutions Associates stated, “Switching to 3CLogic’s Contact Center software from our previous solution provider has shown a dramatic increase in the efficiency of our representatives. Our sales and business productivity has increased tremendously as our representatives are able to take advantage of a simple, easy to use system.”

    Ultimate Solutions Associates benefits from a tailored Interactive Voice Response (IVR) for incoming callers, that handles both business hour and after hour calls efficiently. This enables Ultimate Solutions Associates’ customers to reach the desired legal assistant at their personalized extension, or be forwarded to a default operator. During business hours, customers who contact Ultimate Solutions Associates are greeted with a welcome message, and then directed to their respective legal assistant, raising customer satisfaction.

    “3CLogic is pleased to provide Ultimate Solutions Associates with an affordable, custom tailored solution that provides them with all the core essentials they need to manage their agents and customers,” said Raj Sharma, President and CEO of 3CLogic. “We welcome Ultimate Solutions Associates to join our growing list of customers switching from our competitors. This further proves that 3CLogic’s Virtual Telephony Application Grid (V-TAG) architecture provides the most reliable infrastructure for cloud based call centers.”

    By switching to 3CLogic’s Contact Center Solution, Ultimate Solutions Associates’ legal assistants have the ability to check all forwarded calls to their voice mail box directly through a web browser. This provides them with the convenience of being able to assist their customers while on the go. The 3CLogic software also allows supervisors to have access to agent voice mails, live monitoring of their representatives, a barge-in feature and other reporting tools to effectively manage all incoming calls and inquiries. Similarly, managers and supervisors benefit from having on demand access to all historical and real-time reporting and records at the click of a button. This allows managers to see how interactions between representatives and customers were handled, how certain result codes were selected, or what areas of improvement need to be implemented.

    About 3CLogic:

    3CLogic, headquartered in Rockville, Md., offers a full suite of cloud based inbound and outbound customer interaction channels such as voice, chat and social media, which integrate with existing Customer Relationship Management (CRM) software. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic’s cloud based Contact Center, companies have more accurate and timely information about their prospect or customer and they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.

    About Ultimate Solutions Associates:

    Located in Winter Park, FL, Ultimate Solutions Associates is a for profit corporation aimed at assisting their customers from losing their properties to foreclosure. Ultimate Solutions Associates provides their clients with the help needed to safely and effectively modify their home loans. Their web based loan modification document preparation software assists homeowners by offering them comprehensive software with the guidance required to safely and effectively undergo the loan modification process. With 7 new loan modifications available today, Ultimate Solutions Associates covers all occurrences that their customers may face ranging from loss of job, layoffs, and death of a spouse.

     

  • MikeU 9:44 AM on March 29, 2012 Permalink | Log in to leave a Comment
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    3CLogic Announces New Management Tools for Effective Monitoring of Home Based Agents 

    3CLogic announces new tools for monitoring home based agents, including easy to use dashboards and comprehensive monitoring tools. Real-time agent dashboard screenshots allow managers of varying contact center operations to monitor agent efficiency.

    Many businesses are turning in their traditional outsourced support lines for onshore support branches, overcoming the challenges of finding and retaining qualified staff to handle demanding call volumes.Remote agents working from home are considered to be a very attractive alternative to off-shoring. Multiple features such as a discreet barge-in option, real-time agent dashboard screen shots, performance reports and access to historical and real time recordings allow supervisors to thoroughly manage their agent efficiency and productivity. A new set of management tools offered by 3CLogic, allows supervisors to view snapshots of their agent’s dashboard screens to ensure maximum efficiency.

    3CLogic, the leading cloud based call center provider on AWS (Amazon Web Services Platform), is proud to provide businesses with a comprehensive set of tools and functionalities to assess customer service and sales representative performance. Managers can leverage the easy to use monitoring tools such as the ‘barge in’ feature to drop in on a representative’s call with a customer and assist them on the interaction. Similarly, managers and supervisors can reap the benefits of having on demand access to all historical and real-time reporting and records at the click of a button. This allows managers to see how interactions between representatives and customers were handled, how certain result codes were selected, or what areas of improvement need to be implemented.

    For new representatives, it is crucial to make sure that all training is administered thoroughly before they start assisting customers and answering support lines. With 3CLogic’s management tools, supervisors can discreetly listen in to a representative’s call with a customer, and quietly coach them through the interaction. This paves the way for success by allowing the supervisors to discreetly point out areas to the representative that may need clarification or guidance.

    Gary Miller, Division Leader of USHEALTH Advisors stated, “Managing representatives from any distance can be difficult in terms of monitoring how much time they spend working efficiently. 3CLogic’s Cloud based Contact Center software made it easy for us at SHA by providing all of the core essentials to monitor and measure our representatives’ performance and efficiency”.

    “Customers love a positive interaction with representatives that are trained and qualified to assist their needs and inquiries.” said Ramana Reddy, Director of Product Management and Client Services at 3CLogic. “With the monitoring tools provided by our software, we enable companies such as US Health Advisors to have a crystal clear insight into all recordings, reports, and calls to measure representative performance“.

    3CLogic also provides businesses with a live dashboard to view the current status of all active representatives, the number of calls made or received by each representative for the day and the number of sales closed by each representative. The state of the art and simple to use dashboard allows managers to monitor the time that Customer Service Representatives (CSRs) are ready to receive or make calls, talking to customers, as well as the time spent on after- call activities. Similarly, the software allows managers to see how much time their representatives spend away from their computers.

    The price of the newest management tools is included in the monthly subscription fee for 3CLogic’s cloud based services. Existing customers can take advantage of the new tools directly from 3CLogic portal without additional upgrades or costs.

    About 3CLogic:

    3CLogic, headquartered in Rockville, Md., offers a full suite of cloud based inbound and outbound customer interaction channels such as voice, chat and social media, which integrate with existing Customer Relationship Management (CRM) software. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers. With 3CLogic’s cloud based Contact Center, companies have more accurate and timely information about their prospect or customer and they can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.

    About USHEALTH Advisors

    USHEALTH Advisors is a wholly-owned national health insurance distribution arm of USHEALTH Group, Inc. The company sells individual health insurance plans and supplementary products underwritten by The Freedom Life Insurance Company of America and National Foundation Life Insurance Company, wholly-owned subsidiaries of USHEALTH Group, Inc. The company is focused on serving America’s self-employed and individual insurance market through its career/captive agent sales force.

     
  • Raj Sharma

    Raj Sharma 8:03 AM on March 29, 2012 Permalink | Log in to leave a Comment
    Tags: Agents, , ,   

    Cost Benefit Trade Offs – We are always weighing them 

    I think it’s safe for everyone to say that traveling can be messy at times. There’s the plane tickets, passports, luggage and making sure you’ve remembered to bring all the essentials. There’s nothing worse than ending up at your destination and realizing you left your bag at home- or even worse, at the hotel you stayed the night before.

    A few weeks ago, I traveled to India for a vacation and my high school reunion. While my vacation was going great, I had to be in a cab and off to the next destination that was located almost 4 hours away. When I reached the destination, I realized that I didn’t have my laptop bag with me, which happened to have my passport and my wallet. In my frantic rush, after checking out, I had forgotten my hand bag in the hotel lobby. I had a high school reunion to attend that evening and a flight to catch the next morning. Boarding a flight back to my home in the US the next day would definitely mandate that I have my passport with me. If I went back to get it, I would have to definitely miss the reunion and possibly even the flight. The first thing I did was to call the hotel to see if they had seen the bag. While they couldn’t believe someone would just forget their bag in the lobby, luckily the hotel had my bag and had kept it in safe keeping. Now my challenge was to have the bag journey the four hours while I attended the reunion and in time to catch my flight the next morning.

    It helps to have gone to school with folks who are now successful and well connected. It also helps to be visiting them for a reunion. On hearing my plight, one of my high school friends came up with the right solution. He is the President of a large Multi National Corporation with offices all over India. With one phone call, he got hold of one of his staff member in the local town who picked up the bag from the hotel and made the four hour trip to deliver the bag.

    So what does this have to do with telephony applications? The incident reminded me of a sales call we were having with the CEO of a BPO company in India a few months back. We were going over ROI and TCO numbers with him and he wasn’t buying it. He explained to us why an automated dialing system cannot be cost justified in India because the labor rate was so low for hiring call center workers. Unless the price of an automated dialing system was below a certain threshold, he was better off having his call center workers perform manual dialing. Even though he would have to hire more people to do the same amount of dialing, the labor costs would still be lower than technology costs for automation. At the time I thought it was just a negotiating technique. Perhaps there was some truth in his argument.

    -Raj Sharma

     

  • MikeU 9:44 AM on February 29, 2012 Permalink | Log in to leave a Comment
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    Kathy Nealy and Associates Kicks Off Political Campaign Calling Season with 3CLogic’s Call Center Solution 

    Kathy L. Nealy & Associates leverages 3CLogic’s call center solution for political campaign administration. 3CLogic’s phone bank capabilities provide KLNA with full outbound functionalities for community outreach on partisan and non-partisan candidates and referendums.

    Kathy L. Nealy & Associates partners with 3CLogic, a top call center software solution provider to administer efficient political phonebank management. The main goal of the partnership between KLNA and 3CLogic is to leverage full outbound functionalities to reach desired voters primarily in the Dallas County area. Kathy Nealy’s agents benefit from multiple 3CLogic applications such as Call Blast to send out important candidate news and announcements to thousands of residents in a matter of seconds and also leverage 3CLogic’s predictive dialer to eliminate manual dialing and reporting.

    3CLogic, the leading cloud based call center provider on AWS (Amazon Web Services Platform), provides Kathy L. Nealy & Associates with a comprehensive contact center solution tailored to their unique outbound requirements at a significantly lower cost than other solution providers. The aim of this partnership is to provide her firm with all of the mandatory tools required to collect research, data and statistics of registered voters.

    Kathy L. Nealy & Associates organize political campaigns on a local, state and national level with outbound functionalities from 3CLogic. The predictive dialer application provided by 3CLogic enables the firm’s agents to spend more time connecting with voters and less time manually dialing, marking and tallying. With this application, all dialing, message recording and reporting is done electronically, allowing the agents to work more efficiently and reach more voters compared to traditional phonebanks. The agents are provided with a single-window and user friendly interface for a complete list of past interactions and all pertinent information of the voter.

    Randall Bryant, VP of Operations stated, “We at Kathy L. Nealy & Associates require a solid system to reach out and interact with our voters. 3CLogic’s Contact Center Solutions provides us with all of the predictive dialing and outbound features we need to accomplish this.”

    “We at 3CLogic are pleased to work alongside Ms. Kathy Nealy, one of the most highly profiled figure heads in the political consulting and business development industry.” said Ajay Goel, Project Director at 3CLogic. “By partnering with 3CLogic, Kathy L. Nealy & Associates can reach out to a significantly larger percent of the community than before by using our comprehensive outbound applications”.

    With multiple administrative, managerial reporting and monitoring tools, Kathy L. Nealy & Associates can save and access reports in both historical and real-time formats for research and data. Comprehensive management features are also available, enabling a complete real-time bird’s eye view of performance and production.

    About 3CLogic:

    3CLogic, headquartered in Rockville, Md., is a leading provider of cloud based call center solutions and social media applications for interactive e-commerce transactions. 3CLogic adds voice, chat and text capabilities to any e-commerce transaction on social media networks and combines them with a cloud based contact center solution. 3CLogic’s Inbound Cloud Call Center and Hosted Predictive Dialer, combined with cloud technologies, helps companies of all sizes increase sales and provide better customer service. For more information, please contact 3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.

    About Kathy Nealy and Associates:

    Kathy L. Nealy & Associates is a well-known, high profile consulting firm established in 1982 and located in Dallas, Texas. Kathy L. Nealy & Associates performs communication and community outreach efforts at a local, state and national level. With political success stories such as Clinton/Gore Presidential Campaign to the Dallas Cowboys Stadium and American Airlines Center referendums, Kathy L. Nealy & Associates have earned a prestigious position in the political arena. Kathy L. Nealy and Associates is also certified as a Historically Underutilized Business (HUB) with the state of Texas and a Disadvantage Business Enterprise (DBE) with the North Central Texas Regional Certification Agency (NCTRCA).

    For more information about Kathy L. Nealy & Associates, please contact 214-374-3878 or http://www.kathynealy.com.

     

  • MikeU 9:47 AM on December 29, 2011 Permalink | Log in to leave a Comment
    Tags: , Agents, , , , , , , , , , , , , , , , , , ,   

    Virtual Cloud Based Call Centers Combined With the Reversal of Outsourcing Trend can Contribute to Lower Unemployment Rates 

    Virtual call center technology from 3CLogic accelerates the growth of home based agents which can further bring down the US unemployment rate from 8.6%. It is now less expensive and more efficient for businesses to bring those call center jobs back to US.

    3CLogic Cloud Based Contact Center Offering
    3CLogic, the leader in cloud based call center confirmed today that it sees a definite reversal in the trend of outsourcing call center jobs to other countries. Cloud based call center service providers like 3CLogic are in a great position to help those companies which are bringing jobs back to US. Specifically, the virtual call center capabilities from 3CLogic provide the flexibility of having home based agents. Recent reports indicate US unemployment rates remain persistently high at 8.6%. In previous years, many businesses resorted to outsourcing their call center inquiry and support lines overseas in hopes of lower cost per call and lower labor costs. What they didn’t realize, however, was just how much they were putting their business and their country in a down-spiral recession. While outsourcing may have cut costs in areas such as infrastructure and utility fees in the past for some businesses, it has also reportedly lowered customer satisfaction and brand loyalty for them as well.

    According to a recent report by Datamonitor, there are an estimated 243,000 offshore agents currently handling calls from U.S. consumers. While outsourcing customer support lines to other geographical locations may seem to be cheaper in terms of hourly agent pay or cost per call, there is a huge disconnect between customers and off-shore agents. Customers call in with questions, comments and inquiries; expecting nothing less than the best of breed support. No customer wants to wait on hold or be charged with extra over-sea phone fees, and they most certainly don’t want to speak with an agent who doesn’t understand their problem or concerns. By outsourcing your agents, you risk compromising your customer satisfaction rates, lowering your reputation, and hitting your business where it hurts: revenue.

    “With 3CLogic’s cloud based call centers based on VoIP and virtual capabilities, it actually costs less to have home based agents in the US than having agents overseas. The myth of cost savings with outsourcing has been disproved at this point; showing how logical and cost efficient it is to home shore and bring down the unemployment rate”, said Raj Sharma, President and CEO of 3CLogic.

    Furthermore, it doesn’t take much for businesses to realize that lack of agent retention, loss of productivity and faulty customer support produced by outsourcing call centers dramatically lowers their revenues and sales. Companies that have mastered the art of home-shoring reap the benefits at a time where their customers need quality customer support the most. Companies such as 3CLogic provide businesses with top of the line contact center software to perform full-featured capabilities at a fraction of the cost of traditional and outsourced call centers. Businesses experience customized scalability and flexibility as they have the choice of launching their contact centers fully from the cloud. This cuts infrastructure and maintenance fees, and brings well needed jobs back to the US.

    About 3CLogic:

    3CLogic, headquartered in Rockville, Md., is a leading provider of cloud based call center and social media applications for interactive e-commerce transactions. 3CLogic adds voice, chat and text capabilities to any e-commerce transaction on social media networks and combines them with a cloud based contact center solution.3CLogic’s Inbound Cloud Call Center and Hosted Predictive Dialer, combined with cloud technologies, helps companies of all sizes increase sales and provide better customer service. For more information, please contact3CLogic at 800-350-8656 or info(at)3clogic(dot)com. http://www.3clogic.com.

     

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