CX, Contact Center Consulting & BPO Solutions
Let us handle the outsourcing for your incoming and outgoing customer call centers. We offer a wide range of customer experience strategies that will allow you to create a direct, personal and valuable relationship with your customers.
Contact Center Platforms
Customer experience solutions in today’s hyper-connected digital world, a business needs to have the right digital and physical channels through which they can interact with their customers.
MastertTelUSA works with the best of breed contact center vendors to help you realize the full potential of all your digital and physical channels and turn that into increased sales and loyalty for your business.
MastertTel USA has a comprehensive suite of Contact Center Software Solutions that provides value-added services to develop and execute a comprehensive customer experience strategy. Our team will help you determine the best channel for your business and provide a comprehensive set of engaging customer experience and contact center strategies to optimize all the touch points from which customers interact with your brand.
CX & Contact Center Consulting
We offer Contact Center Strategies and Technical Expertise.
DESIGN – Create the roadmap for smart, scalable, cost-effective, and enduring contact center solutions. Decrease customer effort, improve performance, and increase margins.
DEPLOY – Configure, customize, and deploy your new contact center platform to get your team on the fast track to success. No implementation is too difficult for us.
OPTIMIZE – Amp up performance to get the people, process, and technology equation humming. Use our knowledge, coupled with industry best practices and the latest innovations, to enhance your agents’ performance.
MANAGE – Ensure your contact center operates like a well-oiled machine. Realize your desired results with our oversight and governance.
IVR & Self Service with Artificial Intelligence
What if you were able to clone your top performing agents and duplicate them throughout your contact center? Imagine the increased potential! We consider your IVR to be your “top agent” – it takes more calls than all other agents combined, never takes a break or a day off, and does exactly what you tell it to do every single time. If your top agent is not as streamlined and efficient as it can be, your customer experience will suffer, creating retention and satisfaction issues.
Our consultants will explore the depths of your business and will redesign your customer experience from the ground up, utilizing industry-leading best practices. Along the way, we will uncover and identify opportunities for internal process improvement. At the conclusion of this engagement, you will be presented with custom-designed call flows covering every possible interaction “from A to Z” that takes place in your IVR. In addition, you will receive a detailed comprehensive final report outlining our findings and associated recommendations to align your operation with industry-leading best practices.
WFM Staffing Models
Is your WFM platform being utilized appropriately for your business? Over or under scheduling can cost you big – not just in hard costs, but intangible costs as well.
While understaffing can lead to dissatisfied employees resulting in high turnover, overstaffing can result in similar issues, creating a financial burden while agents sit waiting for the next call. Agents also become bored when underutilized, creating a retention problem due to lack of job satisfaction.
WFM Processes
You’ve acquired a great tool to help you with staff planning and scheduling, but are you really gaining all the efficiency you could from automating your Workforce Management Solution? ROI and efficiency are the primary reasons many companies automated their WFM Solution, but often the WFM Solution never achieves the expected ROI. Some of the reasons this occurs can be due to:
- Inexperienced WFM Team
- Company culture
- Perceived inequities
- Fear of change
- Outmoded processes
Let our WFM experts help you and your team to analyze your current processes, scheduling rules, and staffing models to maximize your WFM Solution. Our proven, four phased process will provide you with the knowledge you need to make informed decisions on your processes and drive improvements in your contact center.
Multi-Channel experience…
The customer journey…
We work with the top Contact Center Software Providers to deliver exceptional solutions to our clients.
Why MasterTel USA?
Industry Experience: MastertTel USA has a comprehensive suite of Solution Vendors that provide value-added services to build, implement and execute a comprehensive customer experience strategy.
Culture: MastertTel USA utilizes the power of technology to drive innovation in our industry. We are a culture of experts available 24/7 to help you achieve your business outcomes.
Service: MasterTel USA drives excellence in the quality of our partners’ services. We are committed to delivering innovative services and solutions to all our clients, achieving maximum value for you and your business.
Flexibility: MastertTel USA will help you select the best solution for your business and budget. We use a combination of cost-per-call and service level agreements to provide you with the best combination of cost and service for your business.
Language: MastertTel USA’s team has experience working with clients worldwide. We can help you select a partner who will provide support in your preferred language.
Size: MastertTel USA works with businesses from small to large and everything in between. We have a partner for you regardless of industry, geography, or size.
Pricing: MasterTel USA’s team balance our level of service with competitive pricing, gaining you access to the best minds in our industry.
Location: MasterTel USA’s support partners are located throughout the United States and globally, allowing you to reach our experts with little or no travel.
BPO Solutions
MasterTel USA’s BPO Solutions allow you to outsource all or a portion of your contact center. Engaging in business process outsourcing (BPO) allows you to focus on your core business instead of dealing with a contact center’s day-to-day operations.
With our strategic partners, we provide your business with top BPO solutions for your industries. We will help you determine the best BPO vendor for your business and provide a comprehensive suite of engaging customer experience, contact center, and outbound telemarketing solutions that can be customized to fit your needs.
We strive to deliver award-winning services and solutions from our team of experts who can achieve maximum results in minimum time.
The landscape of the technology sector is rapidly changing and the tele-communications and IT industries are converging. SMB, enterprise and international customers are looking for a single source to take care of all their network needs.
MasterTel USA supplies Agents, VARs and MSPs with the tools needed to expand your business. By creating a strategic partnership with MasterTel USA, we are providing you with a turnkey business infrastructure to help you go to market fast and effectively.
Our success is not only attributed to our team of subject matter experts and support specialists, but also to our 1000+ vendor relationships worldwide that form our global support and expertise structure.
Our Process
Discovery Sessions
We engage deeply with our clients for a needs assessment. We review current solutions, interview key decision makers & technology users to fully understand the scope and goal of your technology initiatives.
Technology Design & Consultation
Our solution engineers will then work hand in hand with your client team to design the optimal solution to meet your company's strategic goals and initiatives.
Engagement, Presentation & Adjustments
We then engage with our over 1000+ best of breed technology partners worldwide that can best help us deliver the proposed design enabling us to meet the client timeframes, with the least interruption and most cost effectively.
Agreement & Implementation
We will then meet to review our final recommendations. Once agreement is executed, that's when the real work begins. Our team will project manage each solution to ensure customer satisfaction and then help manage the ongoing relationship with all underlying partners.