VoIP: Managed VoIP

Challenge

TMS Call Centers provide services to catalog mail order firms, brokerage houses, legal and accounting businesses, and insurance companies, among others. Nearly 90 percent of TMS' business is related to inbound order-taking, first-line customer service, and direct response campaigns for its clients. To support its 24/7 business, TMS needed reliable, cost-effective toll-free service.

Solution

TMS chose Qwest® Toll Free Service to provide reliable, flexible calling services for its clients. In addition, TMS clients use the Qwest EZ Route menu-routing application and re-route calls as needed–based on volume–using the Qwest Control® Web-based configuration management tool. 

Benefits and Results

• Qwest Toll Free Service provides the reliability required for a 24/7 outsource call center
• Qwest Toll Free Service helps enhance customer satisfaction for TMS
• Qwest Toll Free Service offers the scalability to add toll-free numbers to meet the growing needs of TMS customers
• Qwest customer support provides rapid resolution when any issues arise
• Qwest Control helps TMS increase customer satisfaction by enabling on-demand re-routing of calls with an easy Web interface

Client

Based in Roseburg, Oregon, TMS Call Centers have been providing call center services since 1990. TMS focuses on service to businesses and organizations that need a quick response to changing demands. The company's clients range from small, startup businesses to large, nationally known organizations. Outbound programs including political surveys and follow-up sales calls, account for about ten percent of TMS' business, while the majority of the company’s work is handling inbound calls for its clients.