 | Through careful attention to quality assurance, performance standards, training, and technological advancements, we strive to meet and exceed our clients’ goals and objectives. We are diligent in our pursuit of an excellence that will provide our clients the highest level of personal service and professional results. |
The working processes used in each of AGI's contact centers are codified under ISO 9001:2000. This internationally recognized certification reinforces the principles that are a cornerstone of our culture, namely the understanding of client needs, systematic measurement throughout the process, and the continuous optimization of results. Our adherence to ISO standards guarantees that we respect our commitments to you in delivering solutions that incorporate: Precise and controlled working methods Consistent quality for each type of service delivered Systematic use of processes that are then adapted to the individual objectives of each client
Typical ISO-standardized client services processes include: Campaign Start-up On Line Script Preparation On Line Script Formatting Work Instructions Campaign Release Lead Disbursement Changes and Change Notification Regulation Compliance
AGI is in complete compliance with all federal and/or state-mandated regulations and requirements. A modified dialing algorithm has been implemented to increase efficiency and ensure the new 3% maximum abandon rate can be met with minimal loss of connects, thereby increasing the efficiency and productivity of your customer files. In addition, our system will play a recorded message (via IVR or music on-hold) after two seconds (as specified by client or individual program) to direct callers elsewhere, provide information, or simply in order to leave a live operator contact call back number. Disaster Recovery plans and procedures are ISO-standardized, but are also flexible enough to accommodate client specified needs. These plans are typically developed in conjunction with client requirements and issues of criticality. Americall’s philosophy is to emphasize disaster avoidance through the use of redundancy, backup, and distributed support. Locating our primary data centers in Chicago, and St. Louis, offers geographic diversity, while standardized hardware platforms allow us to distribute calls across multiple centers and reassign programs based on local circumstances. Diversity in carriers and service providers protects against network outages, while extensive battery backup and universal power supply systems guard against commercial power disruption. Each AGI center has its own SQL server, dual or quad processors with RAID 10, and redundant power supplies. Facilities are connected via frame relay and VPN circuits. Each center is backed up every night for the previous day, and each regional corporate office executes a full back-up each night. All critical computer equipment is attached to a UPS to ensure fail-safe clean power and back-up in case of an emergency. Security Access to center computer rooms is strictly limited to IT and Contact Center Management staff and is secured via keypad access locks. Computer room doors are under 24/7 video surveillance. All locations are monitored and protected from outside Internet intrusions by advanced firewall software and hardware. Internal monitoring and protection of systems are accomplished by an OCULAN 250 infrastructure management and security appliance.
The ability to digitally record any portion of the call is provided through our dialer/switch infrastructure. The ASD softswitch saves all digital recording to a database object field. This field then becomes a part of the database record in the form of a WAV recording, which can then be sent to the client via email. This procedure has allowed us to archive and retrieve recordings in a more timely and efficient manner for all of our clients.
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