Our Next Level Call Center Innovations are Featured in This Month’s CIO Applications Magazine
From CIO Applications
The communications space is evolving at a faster rate and so are the needs and demands of the customers. The modern customer is aware of their specific needs and expects faster response from service providers. However, most organizations lack adequate resources and skills required to provide consistent support for fluctuating call volumes; they also find it challenging to meet their staffing needs. In this scenario, the question is how do companies reduce costs and increase customer satisfaction in an efficient, quick and secure manner? The answer lies with Skybridge Americas.
In an interview with CIO Applications, Andrew Bosko, CEO at Skybridge Americas discusses how his company’s proven state-of-the-art delivery platform, comprising onshore and near-shore delivery capability, work-at-home and brick-and-mortar solutions, effectively reduce costs and achieve optimal customer satisfaction.
Please provide us an overview of Skybridge Americas.
Skybridge Americas is a business process outsourcing company that provides customer care, sales, technical support, emergency roadside dispatching, back office support, medical diagnostic imaging scheduling across all channels; inbound and outbound voice, email, chat, SMS text, USPS mail and social media.
Our cloud-based, virtual platform delivers a uniform experience for the agents and the consumers in the most stable, secure environment across all contact channels. We provide real, actionable data, thereby facilitating smarter decision making without CapEx Investment or other operational expenses associated with acquiring and maintaining technology.
Our ability to quickly ramp up and down with skilled agents allows our clients to reduce costs and increase customer satisfaction as we deliver the agents they need at the right time. Skybridge’s ‘agents anywhere’ platform allows us to leverage nationwide recruiting pools between Canada and the United States and find the perfect brand agents who match clients’ requirements. As a business process outsourcing company, we promptly solve volume fluctuations, simultaneously managing planned and unplanned peak hours and time consuming operational hours.
What makes Skybridge unique in the industry?
We have been satisfying customers for almost six long decades. The most important factor leading to our success is a thorough understanding that we are in the people business; that everything we do and build around must have our agents as the focal point. The commitment of our highly trained professionals toward instilling ingenuity and security helps mitigate risk and ensures high customer satisfaction rate.
Added to the understanding of the requirements of the clients, we provide support that solves issues during emergencies. We possess sufficient resources to equal the large-scale enterprises yet overreach their expertise.
Skybridge offers revolutionary risk mitigation and agent productivity tool SkyAssist™ Technology, which ensures that valuable information is delivered correctly every time devoid of misquoted rates, statistics, offers or incentives.
Skybridge boasts of a broad clientele in the financial services, healthcare, retail, and travel and hospitality, who require high-end compliance in terms of interactions. We provide PCI level one or HIPAA certification for businesses that interact with customers across flexible mediums. Among our most prestigious clients are Allstate, Publishing Clearing House, Coca-Cola, Ferrari, and AM Retail Group.
Please elaborate on the SkyAssist™ technology.
Imagine a call center agent capable of handling calls accurately without getting exhausted regardless of call volume. Skybridge makes it possible with its state-of-the-art compliance risk mitigation and call center productivity tool, SkyAssist™ technology, The SkyAssist™ platform adheres to the message and agent protocol on every call, with unmatched agent productivity that leads to consistently high customer satisfaction rate. In doing so, it enhances call control and handle-time along with flexibility in staff handling. We have carved out a niche in the industry by working with programs that support SkyAssist™ to avoid penalties on non-compliance.
Could you cite a success story to substantiate your offerings?
Our team recently provided turn-key, emergency roadside assistance on behalf of one of our clients, who catered to automobile manufacturers and rental car companies. The processes involved strenuous durations of rescue calls between stranded motorists and rescue agents, followed by the participation of the towing company and rental car counter across numerous dispatching and CRM platforms. The company had to handle the maximum flow of calls in certain weather fluctuations; calls increased by 500 percent depending on the forecast. Limited resources led to the inefficiency to aid stranded motorists in emergency situations.
Find out how Skybridge Americas can help you delight your customers and grow your business.
We seamlessly integrate our superior customer care skills with your brand messaging. For more information, contact us at 763-477-7720 or submit the form below!