The OneTEAM AdvantageOneTEAM is a next generation, cloud-based service delivery and workforce management platform designed to increase the effectiveness of your customer care services. Founded on the core components of our virtual and brick-and-mortar delivery models, OneTEAM offers innovative and efficient service delivery through:

Flexibility to organize people and allocate work

Timely collaboration to impact performance outcomes

Visibility into what matters the most

Deeper insight into what drives business outcomes

Unparalleled speed and security

Our unique platform provides solutions for common business challenges such as unexpected spikes in call volume, agent portal incompatibility, static content, data siloes and operational inconsistencies. The virtual configuration enables implementation of an adaptive delivery model that streamlines core processes and facilitates a better experience for both agents and customers.

Flexibility

Meeting the expectations of a market ruled by consumers who require immediate, high-quality assistance requires flexibility. The OneTEAM model is designed to readily scale up or down, fulfilling dynamic business needs and delivering an exceptional customer experience. Whether our brand-dedicated agents are home-based, working from a service center or a combination of both, the virtual desktop interface (VDI) allows for increased flexibility.

Team managers and trainers can monitor and assist agents virtually from any location. Agents can plug into their client portal from any computer securely, as all client and customer data and intellectual property is stored in a secured private cloud — never on the desktop.

Collaboration

To most effectively support customers’ needs and consistently provide an outstanding experience, SYKES leverages an adaptive workspace within our delivery platform. This allows agents to easily access tools and resources that empower them to complete tasks quickly, confidently and accurately.

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A global knowledge base repository, instant messaging application and streamlined escalation tools are features agents have available at their fingertips. These capabilities facilitate communication with peers and managers locally or around the world to help solve complex customer issues.

Visibility

In addition to team accessibility, OneTEAM offers advanced visibility into what matters most: agent activity and impact on the customer experience. The Intelligent Monitor feature provides account administrators agent statuses (Available, On Call, Break) and metrics (customer satisfaction, employee satisfaction, sales) in real time.

Remote screen viewing and call monitoring allow team leads to track agent progress and effectiveness on live interactions. The “Listen”, “Whisper” and “Barge” options enable them to assist on a call if needed.

Insights

Through the centralization of our systems, we use proprietary data aggregation to provide our clients with business intelligence and quality improvement tools. When combined with our Insight Analytics suite, OneTEAM can derive actionable intelligence from all related work activities to help support our people, processes, and productivity.

This proprietary analytics system provides data visualization of agent activity, inter-center communication and escalations, product searches and contact drivers. Access to such information allows teams to identify gaps in agent knowledge, and analyze customer and agent behaviors. It also provides the opportunity to tailor coaching plans based on real-time data and frequently asked questions, and leverage those insights to make process improvements.

Speed & Security

OneTEAM’s speed of service is unparalleled. Operating in the cloud reduces ramping expenses, optimizes staffing costs, and frees up resources to deploy faster. Without the need to run circuits through multiple centers, implementations can be achieved in less time. Our IT teams can push client profiles and tools to any PC on the network and maintain connectivity at the server level, requiring fewer resources to deploy.

Because OneTEAM is virtual and portable, client data is secured and segregated in a private cloud and transmitted safely, using strict access control to grant permissions. Our service delivery platform is HIPAA and PCI-certified.

Why SYKES?We effectively engage consumers at every touchpoint in the customer lifecycle by providing services through multiple communication channels — voice, email, web chat, social and digital self-service. The OneTEAM service delivery and workforce management platform enables an always-on, consistently outstanding customer experience that exceeds the expectations of today’s demanding market.