Your customers are our customers

Customer Service Representative on Headset

For more than two decades, the service quality of our customer care centers has set Faneuil apart. We maintain our high level of service quality for two reasons: the technology we employ and the training we provide the professionals using that technology.

Integration of best-in-breed technologies with in-house applications furthers customer service while enabling seamless data collection. Not bound to a single platform configuration, we blend state-of-the-art technologies, including:

  • Skill-Based Routing (ACD)
  • Self-service Customer Interactions
  • Customer Relationship Management (CRM)
  • Knowledgebase Systems
  • Post-Call Automated Surveys
  • Courtesy Callback/Virtual hold
  • Predictive Outbound Dialing
  • Computer Telephony Integration (CTI)
  • Digital Voice and Data Interaction / Call Recording
  • Internet Based Client Reporting & Dashboards
  • Data Analytics
  • Chat and SMS Messaging

Faneuil’s consumer facing representatives know the importance we place on service; its measurement is a prime consideration in performance reviews. We provide thorough training in how to speak to customers, including tone, pace, diction, and the intangible of listening—knowing you’re being heard does a lot to put a customer at ease. The same rigorous standards apply across all forms of communication a Faneuil customer care professional may have with your customers, such as chat and e-mail.

Most important, our training always includes an immersion in the culture of your company, your mission, values, and brand. Not one of your customers should ever know they’re speaking to someone other than one of your employees.

Best in Customer Service
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Whether commercial or governmental, we understand the sensitivities surrounding patient information.

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