SERVICES

ContactWorks provides customer support for Clients that require high touch – high value services for their Customers. Our flexible but scalable offerings provide the people, processes, and technology required to optimize your contact operations while helping to build the value of your brand. We manage all aspects of customer contact, from building and operating world-class customer contact centers that provide new cost and labor efficiencies, to assuming the operation of a client’s existing operation and running it at peak productivity.

CUSTOMER SERVICE

ContactWorks’ vision is to become a key service provider to our clients as we enable them to grow their business without building infrastructure in non-core activities. We collaborate with our clients to plan and develop customized solutions that enhance their relationships with customers. We seek to become the benchmark partners of choice in the development and management of strategic, customized, high quality and collaborative client relationships
  • Customer Inquiries
  • Order Management
  • Billing
  • Warranty
  • Concierge Services
  • RMA & Dispatch
  • Surveys

TECHNICAL SUPPORT

ContactWorks is dedicated to helping your organization improve your customer service metrics for inbound sales, billing inquiries, help desk, technical support (level 1 and level 2), RMA management and product repair. Our dedicated team is ready to take your customer-facing programs to the next level in customer satisfaction.
  • Application Support
  • WiFi Support
  • Consumer Products
  • IoT Products
  • Network Monitoring
  • Device Support:
    Workstations, Tablets, Smartphones
  • Managed Services

SALES

ContactWorks focuses on your customers, prospects and employees to build stellar relationships within the contact center with the cross-sell and up-sell techniques that will help your business exceed its objectives. Our customer contact expertise specializes in high touch, high value, effective message delivery that surpasses industry standards and builds branded identity one-on-one with our clients’ customers.
  • Inbound Sales
  • Outbound Sales
  • Retention
  • Lead Generation
  • Product Information

QUALITY

Our Quality Monitoring methodology is designed to troubleshoot the entire lifecycle of the Customer Service interaction, from the initial representative training through to call fulfillment.
  • Remote Agent Monitoring
  • Reporting
  • Channels: Voice, Email, Chat

CYBERSECURITY SUPPORT

ContactWorks is dedicated to strengthening your organization’s security posture through proactive protection, rapid response and continuous monitoring. Our experts help safeguard your systems, data, and users against evolving cyber threats.
  • Security Operations (SOC) Support
  • Threat Detection & Incident Response
  • System Hardening (STIGs, CIS Benchmarks)
  • Vulnerability Management
  • Identity & Access Management
  • Network & Endpoint Security
  • Business Resilience (IR, BCP, DR)
  • Managed Security Services

COMPLIANCE SUPPORT

ContactWorks helps your organization maintain compliance with key regulatory and security frameworks while reducing audit risk and improving readiness. Our specialists provide ongoing support to ensure your operations meet evolving standards.
  • Compliance Help Desk (GDPR, HIPAA, PCI-DSS)
  • Framework Support (ISO 27001, CMMC 2.0, NIST 800-53, NIST CSF)
  • Governance, Risk & Compliance (GRC) Assistance
  • Audit & Documentation Support
  • Data Privacy & Protection
  • Risk Assessment & Gap Management
  • Business Continuity Alignment
  • Managed Compliance Services

AI EVOLUTION IN THE CALL CENTER

Transform your call center into an intelligent, efficient, and customer-focused operation with AI-driven service delivery. Our custom solutions match your needs utilizing cost-effective tools that make sense for your today and your tomorrow. There is a lot of noise out there on the benefits of AI in the call center. We take a conservative approach to implement and scale effectively.


Key Benefits

 

  • Enhanced Efficiency
    • Automated Call Routing: AI dynamically directs calls to the most qualified agents or virtual assistants, which could reduce handle times by up to 30%.
    • Intelligent Self-Service: Virtual agents resolve up to 70% of routine inquiries, allowing staff to do what they do best: complex tasks.
    • Real-Time Support: AI assists live agents with live call insights, suggested responses, and knowledge retrieval.

 

  • Improved Customer Experience
    • 24/7 Availability: Offer around-the-clock support without additional staffing costs.
    • Faster Resolution: Potential for Average handle time (AHT) reduced by up to 30%, boosting first-call resolution rates, reducing caller wait times, and operational costs.
    • Automated, real-time language translation that can provide improved security and shorter call time.

 

  • Cost Reduction & ROI
    • Lower Operational Costs: Save 25–50% on labor and training through automation and optimization.
    • Reduced Attrition: AI-powered tools ease agent workloads, improving retention, confidence and job satisfaction.
    • Payback: We work with you to tailor plans that match your ROI objectives.