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1 G r o w Y o u r B u s i n e s s, i n c r e a s e y o u r p r o f i t & s a t i s f y y o u r c u s t o m e r s Call Center Services ERA TECH Call Centers helps large and small Business in every industry fulfill their business call center needs. We are able to handle large volumes of telephone calls and handle many outsourced business processes in house while still offering our customers the most personal service imaginable. ERA TECH is able to provide a comprehensive list of call center services to all businesses in all industries. We Provide the following services: * Outsourcing Services * Consulting Services

2 Call Center Services Outsourcing Services: Emergency Response: An emergency response call center service avaiable to help your business when you need it most. Our emergency call center service operates 24/7/365 because emergencies come at any hour of the day. Up Selling & Cross Selling: One of the most important services can provide is the art of up selling and cross selling. The reason why these services are so valuable is because it maximizes the potential of every phone call. Telemarketing Service: Outbound telemarketing is the single most effective way of marketing that there is today. Yet, there are so many headaches that come with the method that most companies for go this as an option. Order Taking Service : We are aware an unusually high amount of consumers do not feel comfortable placing an order on the computer over the internet. These customers demand to speak to a live person to place an order.

3 Call Center Services Live Web Chat Live web chat is a great tool for any business with a website. When people visit your website, they are looking for immediate answers and attention. Event Registration : When businesses need help managing their conference registration or seminar registration, they often turn to call centers to help handle difficult management resposibilities. Customer Service : As a business owner is it difficult to give up responsibility to an employee, let alone an outside company. We are aware of how valuable your customers are. Live Phone Support : A live voice responding to customer concerns and requests is far superior to automation, voic , , or other non personal communication. Telephone Orders : Our fulfillment service can handle distribution of your products or Services at our fulfillment center. Lead Generation : Keeping your business sales force occupied with qualified leads is the most important part to any business, and many times the most challenging aspect. Lead Capture : Our Call Center is dedicated to helping you maximize your inbound telephone calls generated from your marketing campaigns by capturing each and every lead. IVR Service : Our IVR service is flexible enough to help you develop an individualized solution to meet and exceed your busnesses needs.

4 Call Center Services Multilingual : Our Call Center provides bilingual call center service as well as multilingual call center service to our customers. Click To Talk : Click to talk technology instantly connects interested customers on your website with agents in our call center via a telephone call. Help Desk : Outsourcing your help desk services can also save your company money by not having to staff your own 24/7 call center. Customer Care : We believe that every contact a company has with a customer is an opportunity for that company to build upon. So at our call center, we stress customer care which in turn stresses customer retention. Messages Plus: Our call center is staffed with agents, supervisors, and staff that are focused on the growth of your organization. We succeed when you suceed and it is imperative that we focus on increasing your sales and customer service support through excellent call center support.

5 Consulting Services: Call Center Services Our services at Era Tech are unique. We help clients define and execute customer interaction strategy. We partner with our clients to share our expertise, to guide them to develop the best solutions and processes possible, and to educate them about potential pitfalls. We wrap each of our projects with practices that only come from being in the trenches. Our project frameworks serve as a foundation for many project types, guiding the thinking, design, development, and execution of the project. While no two clients are the same, our frameworks enable us to define the scope of the project, identify and analyze common issues, and accelerate realization of project goals. Our project frameworks serve as a foundation for many project types, guiding the thinking, design, development, and execution of the project. While no two clients are the same, our fram works enable us to define the scope of the project, identify and analyze common issues, and accelerate realization of project goals. Era Tech offers a range of services to address the challenges and realities of today s multi-channel Call Centers. We hone in on critical factors directly impacting the bottom line: process, personnel, management, and technology. Era Tech enjoys a long history of Call Center strategic planning and assessment engagements and provides a variety of facilitation, assessment, and management services. Our consultants help clients take a hard look at their business objectives, current organization infrastructure, and operational practices.

6 Call Center Services The goal of all Era Tech Call Center engagements is to help you raise the bar of the customer experience, empower staff decision-making, and create organizational efficiency across the enterprise. Era Tech generates business value in several key areas: Aligning Call Center initiatives with corporate drivers. Increasing gains in profitability and customer satisfaction. Meeting the demands for today s complex call distribution and management systems. Streamlining operational processes and procedures.

7 PLANNING Call Center Services Technology Assessment and Plan Assess existing contact center technology and develop a vision and roadmap to meet business needs. Multi-channel Customer Contact Strategy Develop a vision, define requirements, and establish an operational framework and governance structure to support traditional (voice, fax, voic , , web, IVR) and emerging (chat, outbound alerts, social media, mobile applications) customer contact channels. Multisite Strategy Design a cohesive, multisite operation that optimizes resources and performance during normal operations and responds effectively to disruptive events. Metrics Strategy Develop the appropriate metrics strategy for the business, including KPIs, accountability models, and the technology plan to provide the right information to the right people. Outsourcing Strategy Determine when and how to outsource or use in-house resources, and when and how to use premise-based or hosted technology solutions. Business Continuity / Disaster Recovery Planning Develop executable operations and technology plans. Business Cases and Financial Analyses Identify the benefits and develop the qualitative and quantitative analyses to assess cost structures, evaluate profitability or revenue contributions, and support business plans.

8 EXECUTING Call Center Services Contact Center Design Design new centers and multisite centers, and redesign existing centers. Implementation Provide project management and/or subject matter expertise to implement new centers, changes to existing ones, and transitions to new service models (e.g., in-house to outsourced). Technology Selection Develop requirements, establish selection criteria, conduct vendor evaluations, and facilitate decision process. Technology Design Design contact routing strategies, develop migration plans, or address other specific technology needs to optimize business operations and technology use. Technology Support Establish governance, testing, monitoring, health check, and trouble reporting and resolution protocols to maintain high levels of performance amidst growing technology stability and reliability issues. Process Design Establish processes that meet business objectives while optimizing use of available people and technology. Organizational Design Design or redesign the contact center or IT/telecom to optimize existing operations or address business and technology changes. Change Management Leverage the change management methodology and our certified staff to provide planning and implementation support to address the people side of change.

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