Operating from State-of-the-Art Facilities
We are proud of our contact center locations, our underlying technology infrastructure and the team of professionals who support our day-to-day operations. We operate two primary facilities in Maryland heights, Missouri with over 100,000 sq. ft. of production space and seating capacity for more than 1,000 reps. Backed by our robust onsite network operation center, we span all four US time zones and operate 24X7. Using these tools we support daily operations for some of the largest and most discerning companies in the world.
Our call mix changes over time, but today we handle an inbound/outbound call mix of 59/41 and B2C/B2B call mix of 62/38.
It’s our job to make the process, the customer experience and the end results just a little bit better. We combine that philosophy with a thorough understanding of our client’s business needs and objectives to create solutions that simply work.
With each partner engagement we follow a clear process.
Engage
Creating an effective partnership is similar to building a house. If you don’t have a sound plan and establish a firm foundation, no amount of effort or resources will result in a successful outcome. At Realtime Results, we begin all projects by working alongside you to clearly establish the goals, objectives and outcomes that will define success. We use this upfront “Engage” period to clearly define what’s working, what isn’t and what you should do about it. It’s our blueprint for success.
Develop
Once the plan is defined, we go to work putting it in place. Whether its software development, process improvement or outsourced resources, we believe no one tackles the challenge more aggressively than we do. During the “Develop” phase, our people put up all four walls of the solution and prepare to open the doors.
Results
Once a solution is in place the real work begins. We look to create immediate results, and as a result we have an intense focus on tracking, reporting and operational metrics. If we can’t measure it, we can’t improve it. We review results and work to reduce cycle times (a key cost driver), identify hidden operating expenses and ferret out opportunities to consolidate and reduce inefficient back-office functions. Once we are in the “Results” phase, we undertake an ongoing process improvement effort to consistently monitor and improve our efforts.
Improve
Once we produce the desired results, our experts work tirelessly to see how we can continue to bring process improvements. We believe in going beyond process efficiency to process effectiveness and delivering value throughout the relationship cycle.
