Rust's fully domestic, on-site contact centers offer a fully integrated communications hub comprising any combination of live and Interactive Voice Response ("IVR") telephone support, project-specific websites, email, and text functionality.
We recognize that callers often represent current, former, and potential customers and clients. In establishing your call center, we select the most appropriate tools to accomplish your service and financial objectives.
Our in-house, 500 seat call center is managed by full-time, on-site staff trained to understand the specific needs of your project. Experienced customer service representatives (“CSRs”) consistently and professionally deliver the correct information. CSRs work from plain language phone scripts created by our in-house experts and approved by the parties to ensure information is accurate and understandable. Quality assurance processes ensure consistency and excellence.
For those cases that do not require CSRs, we prepare IVR systems through which callers can request notices or receive accurate, up-to-date settlement information. Because we own, program and maintain our own systems, we are flexible and highly responsive to your call center needs.
Handling thousands of calls every day and having taken as many as 23,000 calls on a single settlement in a single day, Rust is prepared to handle calls for any size or type of settlement. Services Include:
- 24/7 accessibility
- Toll-free IVR system
- TTY for the hearing-impaired
- Foreign language services
- Quality control systems
Websites are an increasingly popular mechanism for communicating to your intended audience. Rust has designed and maintained hundreds of websites with features such as:
- Updated status reports and project information
- Downloadable project documents
- Online claims filing
Rust supports email functionality dedicated to your project, with trained personnel responding to inbound questions by pre-approved scripting and within established service level agreements.