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Contact Center

Speed's customer contact center is an 85-seat facility using state-of-the-art telephony hardware and software with a results oriented CRM software package to provide personalized customer-oriented solutions. When a call arrives, the telephony system will route the call to a skilled agent and "whisper" in the agent's ear the name of the client so that the phone gets answered with the appropriate greeting. From that point on, the agent handles the call using the information learned from the client's training information. Speed posts training information and updates on an intranet which is accessible to all agents.

Speed's CRM package is fully integrated with its fulfillment, order management, web sites and reporting database so that consistent information is available across all business channels and processes. This data base is highly dynamic and provides a wealth of actionable information which can be analyzed and used when making important marketing decisions.

Speed's contact center services include:

• Automatic email notifications to you and your customer when a product is ordered and shipped.
• On-line order tracking abilities for you and your customer.
• Highly-trained and skilled customer service representatives using the latest technology for order capture or customer service.
• Email management services using customized templates.
• Cross-sell and up-sell abilities.
• In-house trainers and training lab.
• Remote monitoring so that clients can listen to their calls.
• Call reason reporting.
• Real-time payment processing.
• Catalog requests - capturing and mailing.
• Invoicing services.
• Backordered and canceled items notifications via email and/or cards.

Speed also offers a variety of administrative services for its clients. If you have a project or process that you want to outsource, you can count on our staff to handle it in a professional manner.