Contact Center Outsourcing for Toll Authorities
The CMI Group is the leader in contact center outsourcing for toll authorities. As a 35-year industry veteran, CMI’s deep experience in contact center operations has provided not only valuable manpower support, but also valuable insight into into the design, implementation, and ongoing operations of outsourced customer care programs. With right sized solutions delivering superior call quality, we protect your public image while achieving substantial gains to your bottom line.
A Customer Centric Approach
The modern consumer expects toll authorities to deliver the same experience excellence they have grown accustomed to with top-tier service providers. By framing the customer experience as the center focus, The CMI Group protects your brand image and increases customer satisfaction ratings. Each of your toll customers will be connected to a live customer service agent, not an automated answering machine. Delivering white-glove service, our specialists support a variety of calls including:
- One-time Payments
- Toll Account Creation
- Adding or Removing Vehicles
- Court Information
- Settlement Agreements
- Deferred Payment Arrangements
- Payment Method Setup and Modification
Financial Performance
CMI delivers contact center solutions that drive operational efficiency and increased revenue for our toll authority partners. Friendly customer service is the foundation of our programs and we balance the importance of account resolution with a positive experience. Leaning on decades of experience, CMI manages strategic outreach campaigns focused on preventing toll delinquency and converting pay-by-mail accounts to electronic tag customers.
Omnichannel Communication
The CMI Group has made significant investment in our omnichannel communication suite. Our technology allows for inbound/outbound communication via voice, email, SMS texting, and webchat. Our omnichannel suite positions us to meet the ever-changing channel preference desired by the customers we serve. We have also invested in specialized teams that manage these alternative channels and deliver expertise on maximizing productivity within the various products.
Bilingual
Toll Authorities across the United States are servicing a rising count of customers that speak Spanish and limited English. Bilingual service allows your toll customers to feel at ease while speaking to an agent in their native language about their need or issue. The CMI Group can provide bilingual representatives who speak fluently in Native English and Latin-American Spanish. CMI is headquartered in Texas, one of the largest bilingual communities in the country. With access to a deep pool of agents fluent in both English and Spanish, we can meet any demand for bilingual service.
Global Presence
With a global footprint, The CMI Group delivers exceptional customer service from domestic US, nearshore, and offshore contact centers at a range of price points. We work closely with our clients to determine the best fit option for each of their outsourcing initiatives. Leveraging cutting-edge technology and industry best practices, you can expect the same level of service excellence from each of our locations around the world.
Agent Training
Our customer service representatives undergo a comprehensive training curriculum during onboarding. In training, our service representatives learn about your policies, mission, and goals as well as:
- Customer service skills
- System(s) and usage
- Calling guide materials including FAQs, website links, and call scripts
- Client-specific policies and procedures
- Quality expectations
After our service representatives have finished a training module, CMI’s trainers leverage our learning management platform’s knowledge retention features to reinforce key learning points. Each agent must successfully pass all quizzes, exams, and demonstrate proficiency on the phone before graduating the program ensuring they are well prepared to independently contribute.
Quality Assurance
Quality is the key measure of any customer service program. Our Quality Assurance team continuously review agent performance and knowledge during their interactions. The performance of our service representatives is evaluated to the same high-level standards that you hold for your in-house team. CMI ensures world-class quality by:
- Conducting regular calibration calls with your team
- Following closely all policies and procedures
- Meeting and surpassing service performance expectations
CMI’s quality assurance team audits and scores calls to find specific coaching opportunities for individual agents. Calls are reviewed with agents to ensure proficiency, tone, verbal queues, and empathy are maximized.
Speech Analytics
As part of the quality assurance program, we leverage an advanced speech analytics tool to perform scorecard-based call reviews. The tool uses Artificial Intelligence and Machine Learning to analyze every customer interaction and automatically uncover actionable intelligence without requesting surveys from customers. The quality assurance team uses the platform to find specific coaching opportunities for individual agents.
Data-Driven Insights
The CMI Group takes a data-driven approach to optimizing our customer service programs. We collect and analyze call metrics, disposition patterns, scorecards, and customer feedback into a holistic view to drive improvement and innovation.
SLA Performance
CMI’s ability to meet and exceed KPIs and SLAs is a direct result of our comprehensive analysis of interaction arrival data. We evaluate historical volume, handle times, arrival patterns, and utilization data to build staff forecast models. Our highly skilled workforce management team monitors queues and key metrics in real-time to respond to volume swings and staffing needs.
Surveys
If you desire, we can perform Net Promoter Score (NPS) based surveys which can uncover additional insights. The surveys can be delivered through our SMS texting platform to receive feedback conveniently from customers.
Let's Connect
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