V-Tech Solutions to Provide Call Center Support Services for U.S. Patent and Trademark Office
November 20, 2008
, a growing IT and professional services companies specializing in customer contact support, has announced the receipt of a contract valued at more than $7 million for up to five years. This contract includes providing call center support services for the U.S. Patent and Trademark Office Contact Center
The terms of the contract provide that V-Tech Solutions will deliver comprehensive call center support to help the UCC effectively meet its goal of providing high quality front-line customer service to the public seeking information on a variety of USPTO programs and services.
Last year along, the UCC customer inquiry volume included 300,000 phone calls and 21,000 e-mails. V-Tech Solutions will assist the UCC in providing timely, accurate and professional responses to customers. The company will also accurately measure quality and satisfaction, effectively collaborate with other USPTO contact centers and monitor costs.
V-Tech Solutions will specifically maintain and support manuals and documentation; manage and deliver responses to customer inquires and request through telephone, voice mail, fax, postal mail, returned mail and e-mail; answer public requests for assistance in walk-up window of the Public Search Facility; and measure customer response and satisfaction levels to ensure superior support.
To ensure that it can deliver as promised, V-Tech’s call center and help desk services provide a transparent, seamless interface through a proven turnkey approach based on a robust communications platform.
The company also offers professionally trained customer relationship management (CRM) agents and managers to support calls for a variety of issues with timely, accurate and meaningful responses. In addition, a diverse, multilingual staff delivers multi-tiered services for in-house or customer-located support.
To drive the highest level of quality control available, V-Tech offers comprehensive reporting packages and call tracking/trouble ticketing software solutions. In addition, advanced, automated Web-based self-help service options deliver flexible user-controlled experiences.
V-Tech Solutions President and CEO, Victor P. Holt, commented in a Thursday statement: “The USPTO Contact Center is a prime example of government excellence at work.”
“We look forward to delivering our proven call center services for such a committed agency, helping to ensure the outstanding customer support that has come to be expected from this high-volume center, while fostering an environment for even greater innovation and excellence going forward. We look forward to maintaining a long partnership with them,” Holt added. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
V-Tech Solutions is taking on a high profile client and their success is crucial to not only protect this contract, but to be able to drive continued reach in the market as a result. The company is coming into the contract with robust offerings that address many everyday challenges call centers face in delivering customer service support. It is their ongoing performance and resulting customer satisfaction that will demonstrate their strength in their offerings.
Edited by Jessica Kostek