BPO Contact and Data Services

Direct customer contact and data services cover a wide range of activities facilitated by RMS’ advanced telephony capabilities and workflow/reporting software. Activities include surveys, account profiling, notification and verification, customer service or CRM, and data entry and analysis.

What We Do

RMS deploys extensive telephony resources, proven processes, and U.S. and off-shore centers, maximizing results and minimizing costs. We will:

  • Consult with you in designing the program’s workflow, objectives, and reporting, customized to your company’s specific requirements
  • Deploy RMS telephony resources; Dialer, ACD (Automated Call Distribution), IVR (Integrated Voice Response) and automated call campaigns
  • Track results with robust data tracking and report generation software, including “root cause” analysis
  • Project implementation is always led by U.S. based management and technology as RMS deploys its unique “Blended Solution”
  • Cost savings are driven by deploying RMS telephony and technology  generating significant productivity gains and utilizing low cost off-shore resources where appropriate

Contact & Data BPO Services

Customer Contact

Surveys, Account Profiling, Notification and Verification

RMS provides a high level of service in a cost-effective manner for short term, high volume contact activities, including:

Surveys - Customer surveys, such as mandated health plan canvassing, benefit tremendously from Dialer campaigns and on demand reporting.

Account Profiling - Mergers, clean-ups, and other circumstances create a need to understand the status of a portfolio.  These projects are limited in scope, as for example understanding the quality (or lack therein) of a newly acquired accounts receivable book of business. RMS will contact and report back on the status of the accounts.

Notification & Verification - Service cut-offs or confirmation of the terms of a new contract are just two examples of tasks RMS telephony resources can be utilized. Contacts are made in a customer focused manner, quickly, efficiently, and with full reporting.

Back to Top

Customer Relationship Management (CRM)

Advanced telephony capabilities are the key in providing high quality answer and abandon rates for a company’s most valuable asset, its customers.  RMS provides the scale and flexibility to handle the hourly and seasonal fluctuations in customer service call volumes, thus solving difficult staffing and training issues in this critical function.

Back to Top

Data Services

Data entry often drives key processes such as in the case of order entry, the sales of a company.  However, this function often has high turnover rates and quality control issues. RMS deploys technology, benchmarking, and the Blended Solution generating a high quality outcome with up to 40% cost savings.

Back to Top