Roicom provides responsive, El Paso, Texas-based high-quality call center service through its ReadyOne facilities. Our skilled, multi-lingual operators and troubleshooters are available to respond to the needs of your company’s customers. Our resources and services are scalable to fit the requirements of companies of all sizes.
Inbound and Outbound Messaging
Roicom has extensive experience in all aspects of inbound service calls and outbound cold calling. Our multilingual, highly skilled team can handle all aspects of telemarketing, fundraising, and sales. Subscription management, account assistance, and billing services are handled professionally and with compassion.
Tier 0 and Tier 1 Support
No one likes to be left hanging on hold or shuttled from department to department. Roicom Tier 0 and Tier 1 support allows many of your company’s customer issues to be handled in a single call. Tier 0 support staff provides inbound call review and information capture to ensure that the proper information is conveyed to the appropriate department. Tier 1 support allows many issues to be resolved without escalation. The combination of Tier 0 and Tier 1 service represents a cost-effective way to enhance customer satisfaction and improve retention rates.
Tier 2 Support
Tier 2 Support personnel work directly with your company’s customers or vendors (or both simultaneously) to provide high-level, in-depth troubleshooting. They review information provided by Tier 1 customer support agents to diagnose and attempt to solve your customers’ issues. Our team can work with your customers through configuration and application review, or via remote login.
Omni Channel Service
These days, organizations rely on multiple options to reach their customers and clients. Roicom and ReadyOne can provide support across all communication channels: email, SMS and text messaging and social media – plus mobile and web-based applications.
Roicom provides bilingual English and Spanish support desks to our clients at no additional cost. Multilingual services in other languages are also available for our customers as needed.