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An effective call center operation is often an essential component for meeting organizational goals and objectives. CherryRoad GT’s extensive experience in building and managing complex, high-volume call centers will provide your organization with a solid foundation for providing exceptional customer service.
Our full call center/service desk offerings include logging, tracking, and managing all support requests as well as record metrics such as First Call Resolution and Incident Resolution Time. With Tier 1 and 2 support on a 24 x 7 basis and enterprise-level expertise, we can also address your training, quality assurance, and performance monitoring and reporting needs.
For example, we provide call center services to Army Knowledge On-Line (AKO). CherryRoad GT helped build and now supports AKO, the U.S. Army Chief Technology Office’s (CTO) keystone project and one of the largest intranets in the world. Just one of the major AKO areas to which we contributed is the Army Portal, a customized, encrypted gateway to the intranet. It provides quick access to forms and regulations, installations, change-of-station information, Army news, AKO Knowledge Centers, and more. Because AKO enables rapid, anytime/anywhere information sharing and collaboration, the Army is achieving stronger Homeland Defense and real-time feedback from the field as well as faster wartime mobilization and completion of time-sensitive missions. In addition to reducing costs of Temporary Duty (TDY) through online meetings, AKO is also providing a means for reliable communications across the globe through secure email, quicker translation services, and easy access to online-searchable archives. CherryRoad GT is also a vital contributor to the Army Home Page, another component of AKO. The Army Home Page, which can be found at http://www.army.mil, is the public-facing Web presence for publicly available content.
Call center operations is just one of a wide variety of services we provide to support AKO. Specifically, we: