About Taction
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Transcript of About Taction
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About Us…
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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
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Our Heritage
• New Name: Taction, n. single point of contact, the act of touching
• Broader Business Scope – Careful Growth
• A Million Transactions Annually
• Award-WinningMultimedia Contact Center
• 150 Employees
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Our Values
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Our Values
• To Deliver Service that isComplete, On-Time, and Error-Free
• To Contribute to the Well-Beingof Our Employees
• To Care for Our Community
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Our Values
• To Provide ShareholdersAn Enviable Return on their Investment
• To Create a Culture that is Fun, FairAnd Embodies the Highest Ethical Standards
• To Be Family Oriented
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Our Values
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Our Values
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Our Greatest
Asset
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• 2003 Recipient Team of the Year Award
By Industry Leading Publication
Call Center Magazine
• Sponsored by CHANEL
• Selected from More than 150 National Entries
Teamwork Matters
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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
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Our Focus
To Leverage Years of Experience Delivering:
• Satisfied-Customer Experiences
• Creative Brand Awareness
• Sales Success
• Simple, Effective Processes
• Proven, Reliable Technology
• Lasting, Profitable PartnershipsBuilt on Trust
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“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
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• Inside Sales
• Field Sales Support
• Prospecting
• Dealer Retention
• Problem Resolution
• Dealer Advocacy
• Dealer Surveys
• Network Consulting
• Call Center Consulting
• Product Information
• Literature Requestsand Fulfillment
• Business-to-Business Services
Capabilities
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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
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It’s Recognition
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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
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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
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“Taction agents have adoptedthe 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 BernsteinSr. Vice President
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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
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“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 ScafatiDirector of Special Markets
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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
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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
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AutomaticContact
Distribution
(ACD)VoIP & Video
VoIP
Voice-Mail
e-Chat
Web Call-Back
Voice
e-Fax
Multimedia
Contact Queuing
TTY
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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
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Marketing Connections
Strategic
Partners
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Serving
Trusted Brands
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Partners
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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
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Contact Us Today
• 800.508.9936
• Taction.Com
• Mail: Taction • Attn. Sales
• 251 Jefferson Street, Waldoboro, ME 04572
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