SMI’s customer service objective is to provide a positive experience for callers seeking information or problem resolution, which is why our courteous and trained representatives are skilled at using our state-of-the-art call center technology. To fulfill our objective, as well as provide multi-tiered services for incoming callers, SMI has developed a proprietary CRM application, SMART® Contact.

To optimize the features of our exceptional technology, SMI only uses employee customer service representatives, not temporary staff. This combination of reliable technology along with a well-trained, consistent work force has made SMI a leader in call center service.

SMI does not “outsource” call center staff … They are SMI staff and concur with our dedication to reliability and high quality service.

Worried about security? SMI has been developing electronic technology systems for 35 years and has the best reputation for physically secure systems and reliable staff. Confidentiality training is an important, and compulsory, part of our new hire process, as are thorough background checks. In addition, our representatives are also required to sign any in-house client security forms.

Benefits. Flexible customer access schedules based our your business needs l  Comprehensive language assistance for non-English speaking customers l Scalable implementation for any size business l Real-time system update l Timely, accurate, relevant information l Integration capabilities with popular IVR products l Essential account indicators specific to your business and customers l Multiple issues addressed in one call using up-to-date account status information l Customized staff training

Features. Intelligent call routing l Automatic Call Distribution (ACD) l Interactive Voice Response (IVR) l Call Queuing l Call Activity Reporting l Online directories l  Third-party translators and three-way calling for languages other than English l  Customized training for your business

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