A unique toll free number is just the beginning at AmericanCSR. We combine the best of people and technology for customized caller response with a human touch. Our trained Customer Service Representatives use scripts and screens that are tailored by you, to to meet your own business needs- including adding an unlimited number of departments and/or personnel to your system.

With our “current status” function, now it is simple to minimize caller frustration with AmericanCSR. Each employee or department can easily input their ”current status” into the system for our Customer Service Representatives to provide callers with up-to-date information on their availability.

Need to give directions?  Our Customer Service Representatives can instantly send turn-by-turn directions to your callers, from their location to yours via Email with our Google Maps integration tool.

Please your cell phone callers with our instant SMS Text Messaging system. They will receive a text response to their requests for information: Whether its directions to your office or your address so they can map it directly from their mobile device, a meeting confirmation or even notes about their call.

Add your own human touch with a personalized custom greeting to callers that they will hear at the beginning of each call. The custom greeting is also great for time sensitive promotions.

You always have someone to ‘talk’ to at AmericanCSR with direct access to our award winning Help Desk-Support Platform and peer exchange on our customer forums.

Dashboard

Complete transparency let’s you know what is happening, as it happens.  Our highly visual management interface is really simple to use and gets you where you want to go with your business. Whether your management style is ‘in the trenches’ or ‘ten thousand feet’, AmericanCSR has the data and reporting to move your business forward.

Detailed reporting and analytics for all your call-related information are a snap to access via AmericanCSR’s On-Demand Contact Center. Complete call stats are always available for the “Prior Day”  and “Month-to Date” with our dashboard snapshot.  For real time statistics, dive into the phone panel and see the information as it happens.

How many minutes have you used?  Our ”Minute Counter” is updated daily and shows you minutes used and minutes available in your current plan. This information provides the basis for refining your plan either up or down based on actual usage. Your AmericanCSR account transaction and payment history is available whenever you need it.

Message Center

How may I help you?
Are you tired of voice mails and recordings? So are your customers. That ‘extra’ that callers are looking for begins with a real person to talk to. AmericanCSR gets back to the basics of terrific American customer service with the best that technology has to offer. Now you can afford to have your own trained Customer Service Representatives answering the phones like you would do it and providing the service you have always wanted to offer your callers- 24 hours a day, seven days a week.

• Custom Scripts: Create custom scripts for our Customer Service Representatives to use when speaking with your customers.
• Custom Fields: Create custom fields specific to your business.
• Live Agent Message Taking: Take messages for all personnel and departments listed within your account.
• Connect A Call: Use our “Connect A Call” feature to have our agent transfer the call to where ever you might be.
• Message Delivery: Each message will be sent via email and optional SMS text message as they are taken.

Message Center for SalesForce.com®

A custom solution for all Salesforce® users.

Do you use Salesforce.com®?

The leader in sales and customer service in the cloud is now even better. We have designed a truly seamless integration with AmericanCSR and have thoroughly trained our Cusromer Service Representatives to use it. Now, with accurate, streamlined message taking, your trained sales qualification and customer service teams have everything they need to succeed.

• Salesforce “Web-to-Lead” form integration: Create your business specific form questions within your Salesforce Web-to-Lead application and then paste the “Web-to-Lead” HTML into our platform and our customer service agents do the rest.
• Salesforce “Web-to-Case” form integration: Create your business specific form questions within your Salesforce Web-to-Case application and then paste the “Web-to-Case” HTML into our platform and our customer service agents do the rest.
• Custom Scripts: Scripts are highly customized to your specific business.
• Automated Lead Delivery: Messages for you and your staff are automatically entered into your Salesforce account as they happen.

Appointment Setting

Time really is money: Now more than ever.
Appointments are the heartbeat and profit center of most small businesses. Missed phone calls, over booking, double booking, and losing appointments because your calendar is not up to date or synchronized with other staff members can cost you money. AmericanCSR has made accurate appointment setting and calendar management simple again.

• Flexible Appointment Solution: Along with the ability for our agents to make appointments, our appointment setting platform allows you to publish your calendar to your own website enabling you to book appointments directly.
• Real-Time Appointment Management: Real-time view of availability and booked dates as appointments are booked.
• Appointment Pricing: You have the option to set prices for each time slot.
• Accept Payments: Accept payments directly for appointments through PayPal.
• Configure Time Slot Length: Set the length of time slots that people can book.
• Business Hours: Easily set your work hours.
• Duplicate Reservation Prevention: prevent duplicate bookings using the built-in time slots booking verification
• “Snap Shot” View: View calendar and time slots, side by side, in one view for easy reference.
• Email Notifications: Confirmation email sent to both the calendar administrator and the client.
• Multiple Users: Each staff member can have their own calendar for appointments
• Multiple Bookings per Time Slot: Great for booking multiple appointments for for the same time slot.
• Add to Personal Calendar: Along with the email notification you receive an iCal file that you can import into Outlook and iCalendar calendars.
• Manage Reservations: modify a reservation at any time and changes will apply on the calendar immediately.
• Find Reservations: Easily search for a reservation using a simple search feature.
• Export Reservations: Export reservation details in 3 different formats – CSV, XML or ICS suitable for your outlook calendar

Order Taking

Take the order when the customer wants to give it to you!

There is no more important time to be there for your customers then when their money is on the table. Placing an order with a friendly, knowledgeable and trained American Sales Agent means extra ordinary service these days. AmericanCSR gives you the confidence that your buyers will be back.

• 24/7 Sales Help: Our agents are here to help sell your products. Whether you need help with overflow calls or you need us to handle all of your sales efforts. We are here to help.
• Custom Scripts: Create custom scripts for our agents to use when speaking with your your customers.
• Shopping Cart Integration: Our system integrates with Volusion and Interspire shopping carts which are two of the top ecommerce systems out there today.
• Pre-Trained Agents: Our agents are trained on the Volusion and Interspire systems to take orders and accept payments.

On-Demand Contact Center

No one knows your business like you do.  With AmericanCSR you are the boss.

Want to change your scripts today and then again tomorrow and then again the next day?  Change them!

Want to send us more calls?  Less calls?  No problem.

Want us to take a message, qualify a lead, set an appointment?  We will.

Want to change your greeting to your voice?  Go ahead.

You need professional tools to run all aspects of your business, especially your call center. AmericanCSR gives you the information you need, all in one place. The Contact Center is the ‘go to’ place to analyze and tweak everything relating to your business’ caller response.

Complete Call Statistics

• AmericanCSR Reporting and Analytics also serves as a central repository of all of your call center information, including call-related information such as caller phone number (ANI), speed to answer, average handle time, hold time, service level, etc… Because each bit of call-related information that traverses AmericanCSR’s On-Demand Contact Center is monitored and stored, all the call information can be accessed via your Web browser.

Real-Time Contact Center Monitoring

• The AmericanCSR Real-time Monitoring application, called EyeOps, gives you the real-time information you need to monitor a variety of important details. Linked to the AmericanCSR in-depth reporting database, EyeOps tracks hundreds of variables per call. From a single screen, the EyeOps dashboard displays both current activity and trends during the previous 30 minutes. Critical statistics such as call length, queue time and dropped calls all monitored and displayed in real-time.

Real-Time Contact Center Graphical Displays

• AmericanCSR provides a “map based,” real-time display that overviews your call activity. This map shows what calls are being handled, by whom, and from where. Designed for virtual call centers, this revolutionary tool graphically displays calling areas so that you can immediately identify call center traffic. You simply scroll over an ongoing call to view vital information, including agent information, caller information, call duration, and carrier information. You can also view summarized agent activity, call activity, and queue information. Supervisory personnel can use the unique caller ID shown for each interaction to access additional call details in AmericanCSR EyeOps application, as well as listen in on the live call or use AmericanCSR Reporting and Analytics to review call data or a recording of the call. When used with other elements of the AmericanCSR On-Demand Reporting and Analytics application, this map is a powerful and effective monitoring and productivity tool.

100% Call Recording

• To fully understand your call center’s performance, from time to time you may find yourself wanting to listen to and audit the performance of your virtual agents. With AmericanCSR’s call recording, all calls are digitally recorded and stored so that you can listen to any call at any time. Immediate access to recordings provide you with unlimited visibility into call quality at every level.

Silent Monitoring

• You have the ability to listen in and silently monitor any in-progress call to ensure that agents are meeting customer requirements. This feature is also useful in identifying what additional coaching and training might be helpful to improve agent performance.