HighPoint Omnichannel call center strategy leverages cross-channel communication to deliver personalized interactions and increase customer engagement. It breaks down typical department, channel, and system silos to unify the customer experience. In its simplest form, an omnichannel engagement strategy creates a near-seamless transition between channels by uniting them all under one umbrella. It collects, analyses, and shares real-time customer support activity from every channel.

Our Quality Assurance methods extract maximum value from contact center tools and technologies while aligning program design with agency objectives. Our team develops Quality Assurance programs customized to agency needs while maintaining industry best practices. We use tools like speech analytics and automated quality monitoring to focus Quality Assurance efforts on critical aspects of performance and provide the most comprehensive, consistent feedback to drive employee engagement. We closely monitor outcomes from these activities with Contact Center Operations counterparts to ensure effectiveness and to gather feedback for continuous program improvement. Our continuous improvement efforts to measure Quality also help reduce cost by identifying inefficiencies like agent downtime and unmanageable call volume.

HighPoint understands what it means to successfully transition to the cloud. It requires a deep understanding of the systems that will be making the journey. Thoroughly understanding your applications and infrastructure is necessary to determine how well they map to cloud and what kinds of cloud resources they’ll need.

HighPoint provides a comprehensive discovery and assessment service that gathers in-depth data about your existing infrastructure. Automated infrastructure and application discovery creates a detailed inventory of systems, applications, metrics, and dependencies. That data informs a cloud readiness report to guide your cloud model selection (IaaS, PaaS, SaaS) and evaluate the financial benefits of the switch to cloud.

HighPoint works closely with Workforce Optimization partners to help analyze your complete workforce management lifecycle and provides insights on opportunities to enhance performance. Our partnerships help connect your human resources, operations, and technology to better optimize productivity, help your employees to fully understand their positions’ impact on operational efficiency and customer experience. We conduct a thorough analysis of your current operations in order to provide recommendations on the necessary steps to develop a customer engagement strategy, improve performance, and establish vision to meet your mission.

HighPoint has partnered with UiPath which offers an end-to-end platform for automation, combining the leading Robotic Process Automation (RPA) solution with a full suite of capabilities that can enable your organization to rapidly scale digital business operations. Our speech analytics solution allows organizations to easily record and analyze customer conversations to generate more business, retain customers, work more effectively and gather critical business insights. This advanced technology finds specific spoken phrases within call recordings and identifies and categorizes calls that cover business challenges such as customer satisfaction, workforce training, business and competitive intelligence, marketing effectiveness and script compliance.

HighPoint is considered an expert in providing training, quality assurance, content, and IT systems support services to 13,000+ customer service representatives (CSR) operating in a high-volume, 24/7 multi-channel contact center optimization environment. HighPoint supports multi-channel content development through the development of media information for the web sites and intranet, training materials in multiple different formats and multiple delivery media, On-demand learning (The Buzz), internal Standard Operating Procedures (SOP)s, Customer Support Scripts (in English and Spanish), User Alerts “Blasts” (immediate notification messaging of alerts and content changes), Reference Materials, Written Correspondence, Next Generation Desktop (NGD) Messages, Quick Letters, and Beneficiary/Consumer Messages.

For the 1-800-MEDICARE contact center operations, HighPoint records 100 percent of all calls and screens in near-real time. Speech to text transcriptions offer a gold mine of rich insights about customer satisfaction, service issues, agent performance and campaign effectiveness. 

During calls, NLP automatically discovers and analyzes words, phrases, categories, and themes to reveal trends and areas of opportunity or concern.

HighPoint custom-developed an application delivering service content to agents through real-time natural language transcription, search, and solution. By, combining robotic process automation, machine learning and artificial intelligence we help to maximize process efficiency and business insight. By combining these technologies, power and flexibility can be added in places where they were not possible previously. So, tasks that previously could not be automated now can be, so that human capabilities can be focused on tasks with a greater value, such as decision making, interpreting data and using critical thinking.