UCMSremote is an innovative and exciting new concept in the delivery of customer services. By breaking the traditional mould of contact centres and basing agents in their own homes, UCMSremote provides a range of benefits to our clients including: - Access to a fresh, non-typical labour pool including professionals interested in part time and remote / regional residents.
- A reduction in operating costs due to the elimination of fixed overheads.
- A greater degree of resource flexibility due to the elimination of travel time for staff.
- Higher capacity on demand since we can have a large labour force on standby at very short notice.
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UCMSremote provides centrally managed and monitored, remote location delivery of high volume transactions and complex professional services. UCMSremote is able to offer most of the impressive range of skill sets as the other UCMS divisions but at a lower price point due to the innovative, distributed labour model. |
Whilst not all styles of business are suited to the remote management model, UCMS has carefully built this service to offer carrier-grade security of information and the equivalent quality, performance and service level management as the traditional call centre.
UCMSremote can access specialist skill sets to address vertical markets not normally conducive to the traditional contact centre environment, such as:
- Pharmaceutical / Healthcare
- IT&T sector
- Finance, Superannuation & Insurance
- Social / Government Services.
Some of the client activities that are particularly suited to this service delivery method are:
- Technical support calls including level 2/3 escalations.
- Specialist advisory services and patient / client follow-up.
- Emergency response & public information campaigns such as product recalls.
- Overflow or avalanche capacity for existing call centre operations.
- Accessing multilingual skills.
- Order processing, verification or quality assurance.
- Back office processing.
UCMSremote has invested in the systems, processes, people and infrastructure that allow us to deliver more profitable customer interactions than practically any in-house facility. We welcome the opportunity to demonstrate how this innovative approach can deliver a high quality customer interaction experience at a competitive price to both offshore and domestic markets.
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