Call Center Services
The system allows for multiple forms of media inquiries that can include telephone/cell calls, email, Internet chat, SMS, webpage and social media. It also allows Call Center supervisors to have full visibility and real time monitoring of the call center operations.
Melwood established its first Call Center in 1998 to primarily accept vehicle donations and provide customer services to manage the vehicle donation process. An Automated Call Distribution system was installed in 2000. This strategic upgrade prompted a drastic increase in donations and stimulated growth resulting in full-time employment opportunities for ten Customer Service Representatives (CSR). By 2004, Call Center operations reached a peak volume of 103,425 calls, which were supported by 40 full-time CSRs.
In late 2012, Melwood again upgraded its Call Center infrastructure with the introduction of the Genesys-Salesforce Integrated Ticketing System. This new system seamlessly integrated Salesforce with third-party computer-telephony integration (CTI) systems. Due to this new system, Melwood has extended its Call Center services, on a fee-for-service basis, to over 500 other non-profits located around the country.
Melwood also has the ability to generate generalized and customized reporting at the customer’s request. These reports can also be automated and sent via email on a schedule defined by the customer or task order. These reports can be based on call volume, call activity, customer ticket database information to include tickets by incoming number, call detail, and problem resolution. The system has the ability to provide additional reporting based on modifications to the system (new fields in ticketing system, IVR changes, etc.) or new needs set by the customer.
CONTACT
5606 Dower House Road Upper Marlboro, MD 20772
Phone (301)599-8000
Fax (301)599-0180
