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Taction - The Contact Center. This presentation provides insight into our culture, our values, and our capabilities as a World Class Contact Center for Hire.

Taction - The Contact Center. This presentation provides insight into our culture, our values, and our capabilities as a World Class Contact Center for Hire.

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About Taction About Taction Presentation Transcript

  • About Us…
  • Our Heritage We Began as New England 800 Company • Founded in 1983 • The First Call Center for Hire in Maine • Four Investors • Three Employees • Two Clients • One Call • The Start of a Unique Culture
  • Our Heritage • New Name: Taction, n. single point of contact, the act of touching • Broader Business Scope – Careful Growth • A Million Transactions Annually • Award-Winning Multimedia Contact Center • 150 Employees View slide
  • Our Values View slide
  • Our Values • To Deliver Service that is Complete, On-Time, and Error-Free • To Contribute to the Well-Being of Our Employees • To Care for Our Community
  • Our Values • To Provide Shareholders An Enviable Return on their Investment • To Create a Culture that is Fun, Fair And Embodies the Highest Ethical Standards • To Be Family Oriented
  • Our Values
  • Our Values
  • Our Greatest Asset
  • Teamwork Matters • 2003 Recipient Team of the Year Award By Industry Leading Publication Call Center Magazine • Sponsored by CHANEL • Selected from More than 150 National Entries
  • Other Awards • 2004 MEBSR Eagle Feather Award • 2005 Northface Scoreboard Award for World Class Excellence in Customer Service • 2006 Who’s Who In Teleservices, CIS Magazine
  • Our Focus To Leverage Years of Experience Delivering: • Satisfied-Customer Experiences • Creative Brand Awareness • Sales Success • Simple, Effective Processes • Proven, Reliable Technology • Lasting, Profitable Partnerships Built on Trust
  • “Taction has exceeded all our expectations. Not only do they provide superior service but they’re more efficient than we are. We trust them with our customers.” Ben Strohecker Founder
  • Capabilities • Business-to-Business Services • Inside Sales • Dealer Surveys • Field Sales Support • Network Consulting • Prospecting • Call Center Consulting • Dealer Retention • Product Information • Problem Resolution • Literature Requests • Dealer Advocacy and Fulfillment
  • Quality Matters • Complete, On-Time, and Error-Free ® • ResponseTrak Contacts Proofread for Accuracy • Contact Monitoring and Agent Coaching • Clients Encouraged to • Initiate Test Contacts • Perform Real-Time Monitoring • Monthly AAA+: Accuracy, Attendance, Attitude and Productivity
  • It’s Recognition
  • It’s Training • Expanded the Role of Quality • New Training Initiatives • Launched “Taction U” For Professional Development • Contact Center Training • Contact Etiquette and Conflict Management • Successful Selling • Processes and Procedures • Company Heritage and Culture
  • It’s Training • The Call Center School’s Master Series • 25 Graduates from Supervisory Track • 21 Participating in Quality Track • 10 Participating in Operations Track • Central Maine Community College’s Customer Service Excellence Program • Customer Service, Selling Skills, Effective Communication, Dealing with Difficult Customers • 40 Graduates • 80 Employees Slated to Take 2005 Course • Client-Specific Training • Product Knowledge • Customer Knowledge • Business Philosophy, Culture and Practices • Industry-Specific Training
  • “Taction agents have adopted the Atkins brand, and all this represents. They get it. They understand relationship building is the cornerstone to lifetime customer value. We couldn’t find a group of people more dedicated to our business.” Michael Bernstein Sr. Vice President
  • Technology Pioneer • Redundant Systems • World Class Telephony • Integrated Multimedia Contact Queuing • Voice, Voice-Mail, e-Mail, e-Fax, e-Chat and TTY • Remote Real-Time Monitoring • ResponseTrak® Contact Center Software • Forecast, Workforce Management And Productivity Modules
  • “I can always count on Taction to come up with solutions to our unique and challenging needs …tailoring their methods of handling & reporting calls in ways that most other call centers simply cannot .” Rich Scafati Director of Special Markets
  • Redundant Systems Investment • Duplicate Linux-Based Main Servers • Redundant Hot-Swap Power Supplies • RAID 5 Hot-Swap Drive Arrays • Backup Stored Off-Site • Redundant Uninterruptible Power Supplies • 3-Phase 100kw Propane-Fired Generator • On Line in 6 Seconds • Redundant T-1s
  • World-Class Telephony • Redundant Linux-Based Controllers • Redundant Hot-Swap Power Supplies • RAID 1 Hot-Swap Drive Arrays • Extensive Dynamic Contact Routing • Estimated Time to Answer • Multiple Agent Skill Sets • DNIS, ANI and Key-Pad Digits • Client-Unique Music-on-Hold and Messages • Take-Back-And-Transfer • Meet-Me Conference
  • Multimedia Contact Queuing Voice e-Mail e-Chat Automatic VoIP Contact Distribution e-Fax VoIP & Video (ACD) Voice-Mail Web TTY Call-Back
  • Forecasts And Productivity • Proprietary Contact Forecasting Tools • Weeks in Advance • 168 Periods per Client per Week • Workforce Management and Scheduling • Real-Time Team Productivity Monitor • Lull-Time Assignments • Patent Pending Forecasting Application
  • Strategic Partners Marketing Connections
  • Serving Trusted Brands
  • Partners
  • This is Taction • The Right Culture • The Right Team • World Class Agents • Nimble, Focused Management • Solid Technology • Simple, Effective Processes • Proven Sales Experience • Measurable Results
  • Contact Us Today • sales@taction.net follow us on... • 800.508.9936 twitter • Taction.Com Blogger • Mail: Taction LinkedIn • Attn. Sales • 251 Jefferson Street, Waldoboro, ME 04572