Business Continuity & Staffing

OneSupport has continued to expand our footprint across the nation, with 4 physical contact centers in Texas and Mexico, and Work-at-Home capabilities across 26 states. Our experienced team allows us to quickly respond and reallocate resources during unexpected outages and other catastrophic scenarios. Most recently, two partners were required to evacuate their call centers due to the unprecedented Covid-19 threat.

OneSupport’s Work-at-Home resources were able to quickly add headcount to handle a major increase in contact volume. We are continuing to work with our partners on strategies, including extending our Work-at-Home infrastructure to our other partners to ensure that end-users are able to receive adequate support during these major disruptions in the business environment.

Proprietary Technology Platforms

Our proprietary platform continues to evolve in order to provide the most efficient functionality to our agents and managers to meet the specific needs of each of our clients’ processes. Our solution has grown to encompass a host of functions:

• Cloud-based Telephony & PBX
• Agent Attribute Call Distribution
• Reporting / Analytics Engine
• Workforce Management
• CRM / Trouble Ticketing
• Outage Management
• Omni-Channel Delivery (Phone, Chat, Text, Email, Remote Support, Social Media, etc.)

Compliance & Security Processes

With increased innovation in business and overall digital consumption, the delivery of systems to protect customer security in a  transactional environment is imperative. Remaining compliant and also dependent on internal departments often ends in a tug of war between operational efficiencies and the risk of noncompliance. The best answer to this challenge, for any company, is identifying its standard of compliance based on its unique risk, while simultaneously decreasing the negative operational impact. At OneSupport, we are able to accomplish this task with real-time screening, which has proven invaluable to rapidly growing, digitally driven businesses

Artificial Intelligence

We will help your brand build machines that can reason, learn, and integrate intelligently with your business. OneSupport has utilized advanced technology for decades, from our proprietary call monitoring software to AI that can help close sales, drive revenue, and ensure quality metrics are being met in real time.

Internal Systems Integration

One of the key differentiators setting us apart from the rest, is our ability to build and create proprietary platforms to help with visibility, analytics, and insight into agent and engagement performance. These platforms integrate seamlessly, and are tailored with your existing technology in mind.

Reporting & Technology Engagement

Reports are provided on a daily basis in the client’s preferred format (CSV, XML, JSON, FTP, REST, etc). Reports are also available in real-time via our web based reporting dashboard. Our IT team can also create custom reporting for any engagement and help feed reporting data into their existing dashboard or reporting portal. Call metrics are typically based on the following reporting criteria, but additional metrics can be added or customized in accordance with our clients wishes.