About Taction

419 views

Published on

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

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
419
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

About Taction

  1. 1. About Us…
  2. 2. 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
  3. 3. 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
  4. 4. Our Values
  5. 5. 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
  6. 6. 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
  7. 7. Our Values
  8. 8. Our Values
  9. 9. Our Greatest Asset
  10. 10. 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
  11. 11. 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
  12. 12. 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
  13. 13. “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
  14. 14. 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
  15. 15. 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
  16. 16. It’s Recognition
  17. 17. 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
  18. 18. 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
  19. 19. “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
  20. 20. 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
  21. 21. “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
  22. 22. 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
  23. 23. 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
  24. 24. Multimedia Contact Queuing Voice e-Mail e-Chat Automatic VoIP Contact Distribution e-Fax VoIP & Video (ACD) Voice-Mail Web TTY Call-Back
  25. 25. 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
  26. 26. Strategic Partners Marketing Connections
  27. 27. Serving Trusted Brands
  28. 28. Partners
  29. 29. 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
  30. 30. 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

×