Virtual Call Center

International food safety company, NSF-CMi, handles client inquiries from companies all over the world on all types of food-related issues. As a result, NSF-CMi’s call volume can be a lot larger than many companies are able to handle. This made it necessary for NSF-CMi to consider a variety of solutions in order to adequately address the inquiries in a timely fashion.

With thousands of calls and inquiries yearly, it becomes difficult to answer to and track progress of all of these inquiries in an efficient manner. In addition, with new regulations requiring the reporting of work injuries to NSF-CMi, they are forced to take on additional call volume. However, NSF-CMi has been able to deal with this in a relatively effective manner.

The key to maintaining a productive and efficient call center was to be organized and prepared, traits that NSF-CMi carried. With calls coming from all over the world, NSF-CMi uses a virtual call center solution to help facilitate the need for call center agents at different parts of the day. With this solution, agents are able to work from the comforts of their own homes, yet still being able to maintain the high levels of customer service and response necessary. NSF-CMi has discovered that maintaining a virtual call center has enabled it to keep up with the demands of its organization and provide great customer service at a low cost.