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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 the OBM Shared Services business, with a team of experienced associates, with expansion capability to serve your business needs.
  • OBM Shared Services delivers 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.
      • A Voice-Over-IP (VoIP) telephony system, phone handsets and wireless headsets, which provides clean sound and advanced call feature capabilities.
      • An Automated Call Distribution (ACD) system, which allows for efficient routing of direct calls to skilled associates who can address the caller's needs.
      • The Customer Relationship Management (CRM) system, which allows for the assignment, tracking, and management of call requests, using either the existing OAKS solution or an agency solution provided to OBM Shared Services.
      • Zoom Quality Management, which allows for recording of audio and video files of every call for quality assurance.
  • OBM Shared Services Associates respond to and provide solutions to requests by email and fax inquiries. 
  • Automated offsite electronic backups and business continuity agreements are in place to ensure smooth business transitions. 
  • Our systems provide comprehensive metrics reporting on key performance indicators, average speed of answer, service levels and call abandonment rates. Additionally, OBM utilizes real-time screen monitors that communicate similar metrics.