Innovative services and solutions continue to gain importance for the long term success of companies as customers’ attentions become more diluted and the quest by the competition to win those customers becomes more intense.
With extensive experience protecting our own customer base while continuing to grow and develop our products and services, kgb_ has become known as an innovative player, introducing new technologies, ideas and solutions to the BPO space.
kgb_ Contact, our multi-modal, unified platform, and TextCare by example, combine with our multi-lingual, web enabled environment to offer our clients the flexibility to customize a ‘best in class’ solution to meet dynamic business needs.
kgb_’s years of experience and expertise in handling high-volume, customer care interactions assures your customers of prompt and reliable service. Our technology offers you the opportunity to enhance the experience by giving your customers the option of posting their comments on your Facebook wall, Twitter page, chat session or via SMS Text. Whichever channel they choose, including voice, kgb_Contact recognizes their identity, funnels all their messages into a single profile, and directs them to a single agent station. kgb_Contact is designed to ensure that all of your customer’s comments are addressed in a timely fashion and as a result our clients do not have to hire separate teams to handle customer inquiries or comments from Social Media or text. kgb_ handles it all on your behalf. kgb_Contact includes a comprehensive administration tool that enables system management from a single user-friendly interface. Reports and dashboards can be customized by this tool as well, and published in the format you want. Visibility delivered real-time.
SMS Texting is the most widely used data application in the world, with 2.4 billion active users, or 74% of all mobile phone subscribers. Transforming the way our clients do business with their customers, TextCare offers a less expensive, fast and appealing method for both inbound and outbound communication with customers. It promotes a multi-tier, efficient customer communication strategy, linked to a CSR Desktop. And, our experience shows that using text results in increased response rates and higher customer care scores across the board.
Textcare can be used in conjunction with your overall customer care strategy or as a stand- alone application. It promotes a multi-tier and efficient way to communicate with your customers. 1 way, 2 way and MMS capabilities are available and all forms link directly to the agent desktop. The system can track history by customer and uses ‘key words’ to search and respond. Link to external databases and information further enhances the response capabilities and offers your customers immediate information at their fingertips.
Social Media CRM:
Use social networking to continue the conversation with your customers & improve overall communications. Your customer will benefit from using a medium that is most suited to the way they communicate - Facebook, Twitter, MySpace, etc., and will benefit from rapid responses to their inquiries – regardless of the content. Agent responses are time sensitive and use content from existing knowledge bases, client blogs, and other resources that are determined both in advance and as needed with client collaboration. Ad-hoc responses are also possible and once created are added to the knowledge base.
Implemented in 2009 to increase our customer knowledge on behalf of our clients, our use of the Verint Speech Analytics Platform helps us to unlock the ‘voice of the customer’. All program deployments are structured to spot trends in words, phrases and categories, and to identify and respond to the root causes that may result in unnecessary customer interaction. Ultimately the goal of our Speech Analytics program is to gather key market intelligence from customer interaction and to use that information to create actionable opportunities to enhance processes and services for our clients and their customers.
kgb_ has developed a system for home agent screening that relies on a standard dual core computer/laptop with either a built-in camera or a USB megapixel camera. Using an open source platform that relies on eigenvalues and vectors as our base, our team has created a proprietary method to uniquely map a person’s face, thereby promoting an additional level of security and validation for work@home agents.
Ultimately, facial recognition provides the ability to seamlessly integrate the features within our product portfolio while providing the power to quickly modify and/or adjust parameters based upon our or our clients’ and our agents’ experiences.