Customer Care – Products

Always On Customer Support

 

Get guaranteed around-the-clock customer service for multiple products including television, high speed data, VoIP and Pay Per View.  American Support Customer Care delivers that support for billing, ordering, technical support and other customer inquiries.  No matter when they call, your customers will be given the customer service they expect and deserve.

For traditional call center operations, American Support applies call center desktop software from industry leader,CSG International.  CSG’s Advanced Customer Service Representative (ACSR) gives our call center representatives everything they need to support your subscribers, including:

  • Account and customer management.
  • Order creation, assembly, and cancellation.
  • Inventory and equipment reservation and assignment.
  • Financials management.
  • Postpaid/prepaid balance management.
  • Collections information display.
  • Payment and refund acceptance.
  • Invoice viewing.
  • Dwelling serviceability verification.

Have it your way.

Sign-up for 24/7 service or just for after-hours and/or vacation schedules.  You can even choose an affordable pay-per-use option.

24/7 CALL CENTER - American Support guarantees round-the-clock (24/7) customer support for multiple products including television, high speed data, VoIP and Pay Per View, providing technical support, billing, ordering and other customer inquiries.  Carefully selected and highly trained U.S.-based CSR’s are fully-trained on CSG customer support software, as well as technical support for video and Internet.  Choose American Support and rest assured that your customers’ needs are met whatever the time of day they call. No machines, no endless ringing, a real voice to serve your customer the right way – the American Support way.

Your way is the American Support Customer Care way, with call center service options to meet any need; from traditional brick-and-mortar call centers to home-based operators in an on-demand platform.

 

AFTER-HOURS SUPPORT - Our call centers can be fully utilized around the clock or just on an after-hours and vacation basis.

  • Overflow Support
  • Quality Monitoring
  • Retention

 

CONTACT CENTER STAFFING & QUALITY ASSURANCE 

Hiring - Great technology is only as good as the people using it, so we choose ours carefully.  Each prospect is thoroughly vetted by going through multiple screening processes and background checks.

  • Recruiting
    • Automated
      • Application
      • Reading Test
      • Math Test
      • Logic Test
      • Personality Test
      • Voice Audition
      • Computer Check
      • Phone Check
    • Manual
      • Interviews
      • Credit Checks
      • Background Checks

 

Training - Sure, our initial training is comprehensive and rigorous.  And each American Support CSR completes every phase of training before they take even one live customer call.  As important, they continue to take classes on best practices and industry trends, in order to provide the best possible service to your customers.  Fully trained on CSG customer support software, as well as technical support for video and Internet, you will not find a better call center in the industry.  That goes for both the easy calls and the hard ones.

 

CSG’s Advanced Customer Service Representative (ACSR) software, from the leader in the industry, gives our CSR’s everything they need to support your subscribers, including:

  • Account and customer management.
  • Order creation, assembly, and cancellation.
  • Inventory and equipment reservation and assignment.
  • Financials management.
  • Postpaid/prepaid balance management.
  • Collections information display.
  • Payment and refund acceptance.
  • Invoice viewing.
  • Dwelling serviceability verification.

 

Training Components

  • Curriculum
    • Core
    • Platforms
      • Sigma
      • IBBS
      • Momentum
      • CSG (ACSR)
      • Google
      • Knology
    • Policies & Procedures
    • Soft Skills
      • Call Handling
      • Customer Service
      • Sales
      • Saves
  • Delivery
    • Virtual Classes
    • One on One

 

Scheduling

  • Forecasting
  • Staffing

 

Performance Monitoring

  • Audits
  • Success Coaches
  • Real Time Support
  • Call recoding
  • Quality Monitoring