The Service Opportunity
Quality customer service is an important competitive differentiator. It's more efficient to keep existing customers than to get new ones. And one of the best ways to keep customers is to offer responsive service and support.

Because they're typically viewed as a cost center, however, most companies have to be careful about how much they spend on customer service operations. Staffing is a particularly thorny issue. Everyone wants to have enough staff to ensure short wait-times – but that kind of payroll can potentially be a major profit-buster.

One solution is the offshore call center. By moving call centers overseas, companies can significantly reduce the labor and facilities costs associated with maintaining high staffing levels. In some industries, such as manufacturing and importing, an offshore call center can offer the added advantage of placing customer service representatives closer to a company's production and/or technical expertise. This can further enhance the quality of customer services while reducing monthly expenses.

The problem, of course, is that additional telecom costs may more than offset the gains that can be realized from the use of an offshore call center. Fortunately, these costs can be slashed through the use of voice-over- IP (VoIP). With VoIP, voice traffic can be routed from an overseas call center to a company's points-ofpresence anywhere else in the world at relatively low cost. VoIP can therefore enable companies to gain all the benefits of an offshore call center while shielding them from the prohibitive international long-distance charges they would otherwise incur.

Tenor Solution: Risk-Free, Non-Disruptive VoIP
Quintum Technologies' patented Tenor switching solution is ideal for supporting off-shore call centers. Attributes of the Tenor solution that are particularly relevant to the provisioning of overseas customer service operations include:

VoIP technology can enable companies to locate their call centers overseas, dramatically reducing staff and facility cost.

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