Centurion Linked In General Audience

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Centurion Linked In General Audience

  1. 1. COMMUNICATIONSSOCIAL TECHNOLOGICAL CONNECTION
  2. 2. Not All Communication Is Created Equal WHERE IS YOUR FOCUS? CULTURE, BRAND? MARKET PLACE POSITION? WHERE IS YOUR FOOT PRINT? 1 CUSTOMER CENTRIC – PEOPLE FOCUSED cu 2 ROBUST FEATURES – 31 YEARS INDUSTRY PROVEN✓ 3 IN HOUSE – VIRTUAL-CLOUD-HOSTED 4 MEASUREABLE GOALS & BUSINESS VALUES 5 VOICE RECOGNITION – MULTIPLE LANGUAGES 6 MULTI MEDIA- CALL BACK ON DEMAND-CUSTOMIZABLE 7 DESIGN YOUR COMMUNICATION SUPRASYSTEM
  3. 3. CUSTOMER CENTRIC PEOPLE FOCUSED•MULTI-MEDIA CONTACT CENTER COLLECTIONS- CALLER ID SKIP TRACING RETAIL & COMMERCIAL LENDING CALL INVESTMENTS VIP MARKETING ON BOARDING-OUTBOUND SALES AGENTLESS DIALING•COMPLIANCE RECORDING –SCREEN RECORDING VOICE – CALL BACK ON DEMAND -E-MAIL – FAX – WEB CHAT -SKILL TRANSFERS TRACK IT ALL ORGANIZATION WIDE
  4. 4. OUR CLIENTS DEFINEDOUR ROBUST FEATURES 31 YEARS INDUSTRY PROVEN RESULTSIntegration with SELF SERVICE CUSTOMIZATIONS DESIGN SOMETHING BESIDES THE TAGENT LESS DIALING 1 LONG MENU SYSTEM WITH A LARGE 2 SELECTION TREE? WE DO THAT! PCI COMPLIANT PAYMENTS WITH DEBIT & CREDIT CARDS THROUGH FASTER ACCESS? WE DO THAT! IVR BRAND YOUR MESSAGE?WE DO THAT! EMERGENCY BROADCASTING THROUGH IVR WOW THE CLIENT AND MAKE RAVING FANS? WE DO THAT! INTEGRATION WITH THIRD PARTY APPLICATIONS LIKE WORKFORCE LISTEN AND TAKE ACTION ON FEED PLANNING BACK WITH LIVE SURVEY? WE DO THAT! MULTIFACTOR AUTHENTICATION QUALITY ASSESSMENT SCORING? WE DO THAT!
  5. 5. ENVIRONMENT OPTIONSIN HOUSE – VIRTUAL – CLOUD - HOSTEDIN HOUSE HOSTED SERVICES: 1 SINGLE SERVER – PERMISSION BASED APPLICATION 2012 CENTURION HAS ADAPTED 54 CREDIT UNIONS TO THOURGH OUR VIRTUAL PARTNERSHIPS WITH CORE 2 VMWARE – IVR & CALL CENTER PROVIDERS AND HOSTED VIRTUAL PBX SERVICES AVAILABLE THEIR IVR OPPORTUNITIES CLOUD CONNECT WITH US FOR YOUR OPTIONS TIER 1 DATA CENTER – FAULT 3 TOLERANT – FULL 727-431-5214 REDUNDANCY
  6. 6. MEASUREABLE GOALS DEFINE & TARGET YOUR BUSINESS VALUES INCREASE MARKET SHARE RETAIN RELATIONSHIPBRAND COMMUNICATION LOYALTY1 Speed of accessibility 2 Campaign tracking – 3 tAdd CRM to call to agents and merger and tracking-include professional service acquisition on personal messages, associates by direct boarding process or script in your dials, voice through automation. Reward product recognition, or skill Out bound dialing messages for callers based routing and with selected listings and track when they using a designed from either indirect were last approached routing of calls based lending, SEG based or wanted to be upon demographics, lists, or community contacted about the regions, caller ID or events participation. item again. What prompted channel does this information. person prefer to use to communicate?
  7. 7. WHERE IS YOUR FOCUSWHAT FOOT PRINT DO YOUR COMMUNICATIONS LEAVE?
  8. 8. VOICE RECOGNITION MULTIPLE LANGUAGES ¿HABLA ESPAÑOL WHERE CENTRAL UNDERWRITING OFRECENT USES LOANS IS USED…ASK CLIENTS TO SPEAK THEIR NAME INSTANT CONNECT TO THEIR APPROVING LOAN OFFICER IF ALREADY APPROVED RECORD THE CONGRATULATORY MESSAGE USING IVR. WHEN YOUR CLIENT CHOOSES THE SEAMLESS LANGUAGE – SERVICE IS SEAMLESS DIALECT ROUTED THROUGH EVERY FEATURE WITH FLAWLESS LANGUAGE SELECTION SELCTION CAPTURE THE CALL TYPES AND MEASURE WHAT YOU MANAGE THROUGHTRACE SKILL CONSOLIDATED CHANNEL MANAGEMENT SETS GOALS
  9. 9. SUPERIOR SALES CRM –USING NOTES TO FOLLOW UP AND FOLLOW THROUGH ON PERSONAL CHARACTERISTICS •INTEGRATION WITH YOUR CRM CHOICE OF SCREEN POP -SET TASK ASSIGNMENTS FOR FOLLOW UP SET CALL TYPES OR OTHER DROP DOWN SELECTIONS Quality Assessment Score Cards group & agent •CAPTURE OTHER CALL ID INFO USE FOR SKIP TRACING -CREATE SCRIPTING FOR OUT BOUND CALLS INNOVATE WITH A PREDICTIVE DIALERON BOARDING CAMPAIGN MANAGEMENT – 2 X 2 CAMPAIGNTRACKING OTHER SPECIAL MEDIA AND MARKETING PERHOUSEHOLD OR PER CALLED OPTIONS
  10. 10. MULTI-MEDIA COMMUNICATIONS CALL BACK ON DEMAND WE DO THAT!MULTI-MEDIA QUEUES MANAGE VOICE, VOICE MAIL, CALL BACK ON DEMAND BOTH AUTOMATED AND 1 MANUAL DIAL, FAXES, EMAILS, WEB-CHATS, TEXT MESSAGING. INTRODUCING THIS YEAR END SEASON SOCIAL MEDIA INTEGRATION FOR TASK ASSIGNMENTS.CALL BACK ON DEMAND MOBILE BANKING AND SELF SERVE JUST DOESN’T HANDLE IT ALL – INSTEAD OF WAITING 2 YOUR CLIENTS CAN CHOOSE TO HAVE YOU CALL THEM BACK AND IT GETS HANDLED THROUGH THE QUEUE BASED UPON YOUR SERVICE EXPECTATION PRIORITY ASSIGNMENTINTERNAL COMMUNICATION AGENT ASSIST INSTANT MESSAGES BETWEEN THOSE AUTHORIZED FOR SUPPORT AND 3 MENTORIING OR COACHING- INDIVIDUAL AND GROUP BROADCAST MESSAGES AND ALERTS!
  11. 11. DESIGN YOUR STYLE OFCOMMUNICATION YOUR SUPRASYSTEM Determine today how your communication channels impact your service and your professionals! SOCIAL TECHNICAL SYSTEM Ref: Brown, R. (2001) Organizational Development. NJ: Prentice Hall.
  12. 12. JOIN THE CENTURION FAMILY OF CELEBRITY CLIENTS LARGE OR SMALL BUILD YOURCOMMUNICATION SOCIAL CONNECTION PARTNER WITH A CUSTOMER CENTURION CARES ™ FOCUSED, PEOPLE CENTRIC SOLUTION MANUFACTURER
  13. 13. THANK YOU!WWW.CENTURIONCARES.COM 7 2 7 – 4 3 1 -5 2 1 4

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