TCS creates customer support outsourcing solutions that assist clients in managing and cultivating their corporate brands and their customer relationships through long-term partnering relationships.
Target vertical markets we service include but are not limited to:
- Financial Services
Our collection of service offerings may be leveraged in either a bundled or a standalone approach depending on client needs. Many clients select TCS to help benchmark internal operations, overflow customer support, or to provide complete, turn-key end to end customer service management. Regardless of your needs, TCS will develop a customized solution that is sure to help you meet or exceed your operational and financial objectives.
A Continual Improvement Approach for Customer Service
TCS United’s Customer Information Management System (CIMS) platform provides our client’s customers with a choice for communication ranging from talking to a real person, agent-less technology, text messaging, to email messaging. TCS United is able to track the Source Code of each interaction and ultimately assist the consumer with a range of issues resulting from information request, sales, customer service, payment processing, and dealer locator information among others.
Each interaction is fielded by a domestic employee who is well trained and certified to acknowledge the customer issue and support the customer through complete, one-call resolution.
TCS United Customer Support Representatives (CSR’s) are trained to self-assess the degree of caller’s initial concern and further self-assess the caller’s degree of satisfaction at the conclusion of the interaction. The self-assessment data is merged with initial information that is gathered through the TCS Customer Survey System (CSS) technology.
The Customer Survey System (CSS) for Cross-Channel Comprehensive Analytics
Through the CSS survey system, TCS United is able to leverage technology that utilizes the Net Promoter Scoring approach to determine the satisfaction level of each consumer experience. The survey system allows consumers a flexible approach to submit data including text messaging, Interactive Voice Response or through our Customer Service Representatives.
The tool will ask consumers to measure on a scale of 1 to 10, how likely they may be to refer a friend or family member. The results of this data are immediately tracked in a web based tool for client access that immediately drives program change and improvement through marketing, training, scripting, and follow-up escalations. The system is PCI compliant and data secured for consumer protection.
Closing the Consumer Loop
If at any time during the survey experience a consumer wishes to speak with an associate, or if through analytics we recognize the need for escalation, the consumer will be connected with a resource readily available to resolve the consumer request. This technology proves to be invaluable in retaining customers, improving corporate brand, and demonstrating complete follow-up on our commitment to deliver stellar customer service.
For more information on TCS United’s CIMS approach for service delivery give us a call. We would be happy to provide a demonstration on our survey system.