Giving our customer service representatives (CSRs) this kind of information is the first and the best opportunity to make a good impression, cement relationships and resolve problems quickly and efficiently
Schaumburg, IL (PRWEB) October 21, 2009
United Marketing Group, LLC today announced it has opened a new Customer Service Operations Center in Itasca, Illinois. The secure, 63,000 square foot, 200 seat facility houses a secure PCI Level 1 Gateway - a leading security standard for payment card processing.
The call center was a joint investment by UMG and its sister company, Teleformix (http://www.teleformix.com). The center was designed from inception to be completely flexible and expandable. The facility was formerly occupied by GE Money, the world's largest retail finance program provider.
The Customer Service Operations Center operates 24x7 and includes a full range of customer support, operations and network/physical security personnel. A fully integrated call center application built by Teleformix records both the agent's voice and computer screen to ensure that an entire call center transaction is captured for validation, evaluation, quality assurance and compliance. Advanced call tracking provides agents with access to a complete customer transaction history.
"Giving our customer service representatives (CSRs) this kind of information is the first and the best opportunity to make a good impression, cement relationships and resolve problems quickly and efficiently," said Alan Portelli, CEO & President of United Marketing Group. "The new facility dramatically increases our ability to quickly resolve issues on the first call and treat our Partners' customers as if they were our own."
A 2009 study by CFI (http://www.cfigroup.com) found quick issue resolution is paramount to the success of the contact center. Strong processes and highly skilled agents lead to resolved issues - which makes for happier, more loyal customers.
"Many of our CSRs have been with the company for more than five years. All our customer service representatives are KPI managed using state of the art technologies that eliminate opinion and bias to maintain world class customer service. In fact, everything we do - the call center investment, the people, the processes and the technology - is designed so that our Partners' customers are satisfied, stay loyal, and continue as repeat buyers for our Partners," said Portelli.
ABOUT THE UNITED MARKETING GROUP
United Marketing Group(UMG) is a leading direct marketer of affinity membership programs and merchandise products. Membership programs offered by United Marketing Group provide consumers savings in all major lifestyle spending categories, as well as peace of mind in key areas of consumer concerns. Unlike many other organizations, United Marketing Group specializes in utilizing all direct marketing media -inbound calls, outbound calls, direct mail and e-commerce tools -- to maximize Partner earnings. The company has been in business for more than 35 years and enjoys innovative and long term relationships with numerous Fortune 500 Partners. UMG can be contacted toll free at 1-800-513-9000 or http://www.unitedmarket.com or via a separate customer service website: http://customerservice.unitedmarket.com/buyersedge