A: Highfield assigns a dedicated managerial and professional customer service agent to each client. We provide the resources for agents to become experts in our clients’ business to ensure that they are getting the exact information they need.
Highfield provides the dedicated resources for your specific needs. Each client will receive a dedicated, trained staff, manager and customer service rep, with 24/7 availability, a guaranteed return on investment and a solid track record of success. We are able to provide you with the exact solutions to your needs.
A: We measure our call-handling times every 30 minutes of every day. An average call is answered in less than 20 seconds, and 90% of all calls are answered within 2 rings. We also have customized Interactive Voice Response (IVR) systems and call recording services.
A. Highfield staffs according to call volume, and in most cases there should not be any hold time; if any, it will be minimal. Should an increase in call volume occur without warning, such as due to inclement weather, we have an “all hands on deck” approach to ensure your customers are serviced.
A: Highfield has flexible plans that are based on your individual requirement, usage and scope of work that you’d like us to provide. Call us today to discuss your needs and receive a quote.
A: YES! Every lost call represents lost business. If there is anything that you can count on, it’s business disruption. Power will go out. Telecom and data lines will go down. Bad weather will make it difficult for employees to make it to the office. Trying to build a sufficient disaster recovery and redundancy to account for each of these issues is an expensive and inexact science. Ensuring the call center remains operable at all times is perhaps the most significant benefit the cloud can deliver.
If a location is lost, for any of the reasons listed above, the cloud call center will continue to accept and queue calls, play messages, route calls to available locations, or resort to home agents or cell phones without ANY action being taken by the client.