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Customer Care

Along with our sister companies in the Ascend One family, we have always held a strong commitment to serving the customer. As a result, our technology, management practices and corporate culture have all been created around the philosophy of providing the best possible service to our clients.

The Amerix Way

In order to provide exceptional customer service, we must hire the right people, train them effectively, monitor and coach them consistently and always focus on continuous improvement. Our comprehensive approach to talent management and our results-oriented approach to managing operations have driven lower costs and higher quality in our contact center operations.

Recruiting - Our custom-developed recruiting approach allows us to utilize the characteristics of past successful hires while objectively screening and evaluating new candidates.

Training - Our staff of trainers and coaches have developed a unique set of self-paced, instructor-led and on-the-job training techniques that have reduced the time and cost of on-boarding new agents and has dramatically improved job performance.

Quality Monitoring - Whether an agent is working virtually out of their home on the other side of the country or right next to their manager, we have the capability to record and monitor performance, manage coaching activities and objectively track performance. Online tools that allow for voice and video interaction between the agent and manager make for an effective personal relationship that produces results.

Leveraging Data - Every activity in a contact center produces data. Amerix utilizes Microsoft Reporting Services and Analysis Services to make that data available to coaches and managers in a usable way to improve service and increase results.

Workforce Management - Effective contact center management relies on having the resources available when the client is available. Our solutions offer near real-time data on agent availability as well as average handle time and queuing times. Additionally, data is available for medium and long-term manpower planning along with staff scheduling.

Optimizing Performance - Utilizing past performance data, Amerix has developed a data-driven decision engine to optimize the effectiveness of outbound dialing rules as well as call routing techniques and call prioritization.

Amerix Corporation 9755 Patuxent Woods Drive, Suite 100 Columbia MD 21046 (410) 910-1735
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