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Contact Center

OBM Shared Services provides support to our agency partners through our extensive Contact Center operation.

  • Our fully operational Contact Center facility currently supports OBM Shared Services business, with a team of experienced associates, with expansion capability to serve your business needs.
  • A call center solution that provides the following capabilities:
    • Cisco Unified Contact Center solution, which includes the following:
      • Screen "pop ups" which puts pertinent customer information in front of the associate as the call arrives
      • Voice-Over-IP (VoIP) telephony system, phone handsets and wireless headsets, providing clean sound and advanced call feature capabilities
      • Automated Call Distribution (ACD), allowing for efficient routing of direct calls to the proper associate
    • Customer Relationship Management (CRM), allowing assignment, tracking, and management of call requests, using either the existing OAKS solution or an agency solution provided to Ohio Shared Services
    • Zoom Quality Management, allowing for recording of audio and video files of call for quality assurance
  • Responding to and providing solutions to requests by email and fax inquiries.
  • Automated offsite electronic backups and business continuity agreements are in place to ensure smooth business transitions.
  • Providing comprehensive metrics reporting on key performance indicators, average speed of answer, service levels, abandonment rates; including real-time screen monitors communicating similar metrics.