:: Genex Technologies ::

	Development Solutions
	Application Development
	Project Management
	Call Center Management
	Systems Integration
	Database Management
	Business Intelligence
	Quality Assurance
	Application Support and Maintenance

	Staffing Services

	Outsourcing Services
	Our Delivery Model
	Service Offerings

	Health Care Services

	Why Genex

Call Center Management

Genex provides Call Center Management, performed either at our client's site or hosted at our location. Our Call Center delivery model includes support for internal corporate support as well as business related functions such as CRM application deliveries. The value of our Call Centers' CRM strategy is in transforming institutions into customer centric sales and service organizations. Establishing competitive advantage and differentiation leading to increased profitability from long term retention of customers based on:


	Integrated enterprise-wide approach to customer relationships versus departmental customer transactions

	Balanced value of the customer to the enterprise and profitable delivery of value to the customer

	Establish a consistent user experience via a single long running dialogue across all business functions and customer access points, especially branches, brokerages, call centers and the internet

	Real-time customization of financial products and services based on a detailed knowledge of the customer

	Protecting the privacy and security of information about the customer and interactions with the enterprise

Genex Technologies staff has 20+ years of combined experience in developing and managing Call Center operations. Our staff has experience delivering over 50 CRM Consulting and Systems Integration engagements. Our broad experience base in Call Center Startups, Consolidations, CRM Processes, Business Intelligence and e-business solutions includes:

	High "time risk" situations

	Complex Project Management Skills

	Deep consulting and technical skill base to draw upon

	Proven methodologies and approaches

Relationships and knowledge base spanning a wide range of industry technologies to include:

	CRM applications Siebel, Vantive, Clarify, Kana,

	Help Desk and custom developed apps

	Telephony: Switch, Telecom, CTI, IVR, Internet, Fax, e-mail

	Back-end integration, middleware, networking, Internet delivery solutions.

Our Call Center Management Duties and Responsibilities have included:

	Direct the development and ongoing management of a sophisticated customer care facility.

	Leading large organizations, in a 24x7 Call Center

	Implement Call Center technologies to drive productivity and satisfaction improvements.

	Oversee all sales activity (inbound and outbound) and service (Level 1 Technical support) and develop metrics and processes to monitor and improve performance.

	Manage the training function (call center and general staff) and support the development of process improvements.

	Direct the management of affiliate relationships and collaborate internally to deliver superior customer service.

	Provide ongoing strategic planning and direction for call center development.

	Create and foster a team environment conducive to employee development and continuous process improvement.

	Introduce new products in call center environment including sales (inbound and outbound), technical support and staff training.

	Introduce new products in call center environment including sales (inbound and outbound), technical support and staff training.

	Track record of delivering measurable results.

	Plan and map processes

	Perform internal and external communications including oral, written reporting and presentations.

Top