Our Process

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The process of taking your company brand and business expertise and turning it into a reliable, functional, and customer-centric service solution is probably the most oversimplified and misunderstood step in successful Call Center deployment.

At EMS, we have a proven process for building the customer service solutions right for your unique business. We call it our iTouch process.

The EMS iTouch approach
Service Audit-The first step in initiating the Call Center process, is often the most important. We work with you to build a clear understanding of all the customer service variables your business faces. Once we understand the landscape, we can make the best recommendations to build the right solution for your business.

Knowledge Development-Once we've agreed on the outcome, we have to begin the knowledge transfer from your business to ours. Our team maps all potential customer service variables so the efficiency and reliability of every single customer response is maintained.

Process Mapping and Design-This is where our Architects come into play. We build the system - from issue escalation processes to the actual software programming. It's all tied into your system so your customer does not know where your team ends and ours begins.

Partner Reporting-Our relationships are not one of vendor-client but partners. Our reporting not only includes all of the standard reporting you would expect from a professional business, but also includes real-time reports delivered via multiple channels, including e-mail and automated web posting to secure servers.

Validation and soft-launch-Before the program goes live, all connections are toughly tested. Additionally the customer service agents are also tested on program skills and comprehension.

Hard launch-Once we've designed, built and tested the solution, we're ready to go live and start taking care of your customers.

Measurement and Analysis-Once our service solutions are live, we monitor them to make sure they are operating as efficiently as possible, and provide you with a complete set of modeling and reporting tools to track all our services. As an added value we also survey your customers to ensure we are achieving the end result we are striving for… happy, loyal customers.