A Winning Combination



Maintaining a competitive edge through the right mix of technology and service with Amcat and sister company USA Digital

We talked to QCSS, (Quality Customer Service and Sales), a leading edge outsourced contact center about the benefits of using both Amcat for their contact center software and USA Digital for their communications infrastructure.

In an era of ever increasing demands, QCSS has established itself as a leader in providing high quality customer care as supported by the best technology. As a contact center for hire they continually look for new and innovative ways to provide service that is a cut above the competition.

The outsourced call center marketplace is brimming with competitors so establishing and maintaining a loyal customer base requires differentiating the services you offer from the rest. Tom Karabetsos, president of QCSS comments, “Our portfolio of clients range from Fortune 500 companies to smaller  organizations. We want to ensure the interactions we have with their customers and prospects are handled with utmost attention and care.”

Service Differentiation
In keeping with this philosophy, QCSS evaluates every element that contributes to their customer interactions including their technology suppliers. A simple, but effective list of criteria is used to identify those companies that fit both the current and future goals of QCSS. They score each supplier based on: technology, ease-of-use, scalability, and depth of knowledge. This enabled QCSS to select suppliers that are committed and capable of being partners in the future success of their operation.

Amcat, along with its sister company USA Digital, stood out due to their unique approach to serving contact centers’ complete technology requirements. QCSS selected Amcat to provide the call center technology and also selected USA Digital to handle all their voice and data traffic flowing through the call center. “Amcat and USA Digital are an excellent fit for my company. They do it all from my T1 service to the software my team uses to reach out to customers and prospects.”

Easy to support growth
One compelling benefit of using Amcat and USAD is the ease at which the call center can grow. “If I have projects arise which require more telecom capacity, I pick up the phone and call one number, all the work is completed for me. Amcat and USA Digital work hand-in-hand to ensure changes in the call center environment are seamless and minimally impact the call center operations. When I encounter issues, I don’t have to play the middle man in the resolution process. Amcat and USA Digital work together to resolve problems quickly.”

Flexible staffing & call flow management
QCSS uses blended inbound and outbound call functionality supplied by Amcat’s Contact Center Suite. Call Blending provides needed flexibility for QCSS in terms of labor and scheduling. A representative reaching out to a prospect, for example, can also take a call from that prospect should any questions arise. The switch between and inbound call and an outbound call is effortless. Tom adds, “With both call capabilities my reps are fully capable of handling all types of call traffic. The inbound calls take priority and in between, my representatives also conduct outbound efforts.”

QCSS has found a great fit with Amcat and USAD because QCSS gets the competitive edge and the latest technology to keep them one step ahead.

For further information on USA Digital’s services please contact the Amcat team or visit www.usad.com