iQor Celebrates CX Dream Team: Customer Service Week 2020
October 5, 2020
At iQor, we help our clients be prepared and resilient when any type of emergency occurs, whether it is an isolated gas leak or a major hurricane. Our contact center solutions are capable of tracking and directing consumers to the appropriate level of care during such emergencies. iQor's dynamic software configuration and flexibility allows companies to take advantage of the triage protocols embedded in our systems.
Customize workflows to meet each client’s unique needs
Quickly and thoroughly process and then document every call
Optimize the ability of call center staff to coordinate an effective response in an emergency
Support callers who need effective triage support and care advice on a 24/7 basis
Keep overhead costs low and focus on the individual who needs help
To participate in iQor’s Emergency Response program, all agents must undergo a strict selection process, rigorous training and frequent recertification. Agents need to have a minimum tenure of six months within a program in addition to top notch performance before being selected to answer Emergency Calls. On a quarterly basis, 25% of the emergency agents get randomly tested for drug use.
Advanced algorithms mine data flow from iQor’s proprietary database and other sources to identify predictive signals of customer attrition
Contact strategy matched to previous customer history to determine most effective outreach method
Call routing based on customer profile to get them to the “right agent at the right time”
Whole account handling: use customer history to adjust service levels or payment methodologies
With small call volume levels our client benefits by not having to staff internally for these calls.
We provide a very high Service Level on our Emergency Response programs; over 90% calls are consistently answered within 10 seconds
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