We differentiate ourselves from other vendors in the following areas: Technology, Quality, and Experience.
Technology
CSD Contact Centers prides itself on being in the top percentile in terms of raw technical strength. We are one of few companies that have a true multi–channel infrastructure supporting voice, e–mail, web chat and online interactivity — all built inherently onto a single platform wired into a network that is secure and fully redundant. We are equipped to provide our clients with web–enabled reporting that streams data about their account in real time, which allows visibility into our operation as if it was an extension of their own.
Quality
CSD Contact Centers was named in 2004 as "Global Call Center of the Year" at an international conference for call center providers. We were one of nine companies in the world to receive this recognition. Network–wide, we operate with an average speed of answer of three seconds or less. When you consider that our company processes nearly thirty million calls a year, we believe that says a lot about the way we do business. Within each of our facilities, we have a carefully constructed program for monitoring workforce performance.
Experience
For nearly twenty years, CSD Contact Centers and our parent organization, Communication Service for the Deaf, Inc (CSD), have been in the business of implementing and operating call centers for a wide range of clientele. We currently provide, in partnership with Sprint, telecommunications relay services (TRS) for 32 of the 50 states. We have clients at the federal and state level and support customer service for all manner of enterprise from small business owners to Fortune 500 corporations. We currently operate 28 call centers around the country and support greater than 100 million minutes of customer traffic a year through every possible communications medium.