Unlock the potential of TB Contact Center Solutions with scalable, secure systems, multi-channel integration, and powerful analytics. Explore the brochure to see how our expert strategies can elevate your communication and efficiency.
Contact Center
Solutions Scalable. Customizable. Secure.
Be stronger than before
Contact center solutions for community & organizational resilience.
TB Customer Relations (TBCR) is the expert- driven contact center division of Tidal Basin, providing strategic contact center solutions and high-volume call center staffing. Whether faced with urgent demands or routine queries, our team is ready to provide reliable support, ensuring that every interaction is handled with care and precision. TBCR’s comprehensive services are designed to foster effective communication, keeping your operations running smoothly during any situation. We will help you Be stronger than before. TM
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TB Customer Relations
Empowering
TBCR can act as an extension of your contact center. We offer seamless support during volume surges due to unexpected emergencies, program expansions, or other factors. Our skilled agents step in to manage overflow effortlessly, ensuring uninterrupted service and heightened client satisfaction.
Innovative Solutions Our internal case management platform, Phoenix OneCase™ (P1C), allows our team to handle complex cases that entail intricate document reviews and validations, meticulously tracking progress every step of the way. We understand the significance of timely follow-ups with applicants, ensuring their needs are met and questions promptly addressed. Our stringent quality control process guarantees that every case meets the highest standards, leaving no room for errors or oversights. P1C supports:
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>3k P1C cases handled by our contact centers in 2024
• Comprehensive Intake: Ensuring all necessary information is collected accurately and efficiently from applicants • Quality Assurance and Quality Control (QAQC): Rigorous QAQC processes to verify the accuracy and completeness of all applications before submission • Efficient Processing: Streamlining the case management process to move applications quickly and efficiently through the system
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Secure Platform Solution
TB Customer Relations utilizes the NICE CXone Platform, a secure cloud-based platform that requires no on-premises media or database servers. NICE partners with AWS for their U.S.-based data storage. Other AWS customers include Fortune 50 companies and large government agencies, such as NASA and the Department of Homeland Security. System updates are included automatically and guaranteed at least twice per year, and all updates are handled by our team. Solutions include:
Solutions include: Interactive Voice Response (IVR) Integrated softphone for agents located anywhere Seamless transfer of calls Customizable reports System analytics Quality call monitoring and recording Coming soon: Live monitoring dashboards Multi-Channel assistance from our CCaaS
• Interactive Voice Response (IVR): With managed call routing, hours of operation, and messaging that matches your customer needs. We can acquire, manage, and route your toll-free numbers to create a fully managed system • Integrated Softphone: For agents located anywhere, including remote • Seamless Transfer of Calls: When appropriate • Customizable Reports: To match your agent and call center metrics
• Real-Time Dashboards: To see agent availability and call handling metrics • System Analytics: For your customer behavior and responses, so changes can be made to improve performance • Quality Call Monitoring and Recording: Ensures caller satisfaction is measured and reported • Customer Call-Back Option: Gives callers the option of a return call while saving their place in queue • Multi-Level and Language Prompts: Built to your specifications
Robust Multi-Channel CCaaS Platform Leveraging a robust Contact Center as a Service (CCaaS) platform provides seamless integration across multiple communication channels, including voice, chat, email, and SMS. This platform ensures high-quality interactions and consistent client experiences, making it an ideal solution for various industries. Key features include:
• Omni-Channel Support: Seamless integration of voice, email, chat, and SMS • Advanced Interactive Voice Response (IVR) system: With self- service options and intelligent call routing • Real-Time Analytics and Reporting: Comprehensive analytics to monitor performance and customer interactions • Customizable Dashboards: Tailored dashboards for real-time monitoring of key metrics and agent performance
• Quality Management: Comprehensive call recording, monitoring, and evaluation tools • Scalability: Flexible and scalable solutions for contact centers of all sizes • Integration Capabilities: Seamless integration with CRM, ERP, and other enterprise systems • Customer Feedback Surveys: Built-in tools for real-time feedback collection
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Business Process Outsourcing (BPO) TBCR excels in BPO services, providing clients with comprehensive solutions to optimize their operations, reduce costs, and enhance customer satisfaction. Our BPO services are designed to handle a wide range of functions, from customer support and technical assistance to back-office operations and beyond. Capabilities include:
>2.8 million calls answered by our call centers
• Customer Support: Multi-channel customer support services • Technical Support: Expert technical support for troubleshooting, maintenance, and product assistance • Back-Office Operations: Efficient handling of data entry, processing, and administrative support
• Finance and Accounting: Expertise in financial management, bookkeeping, and accounts payable/receivable • Sales and Marketing: Strategic sales and marketing support
Language Line Services
We provide extensive language support services to ensure clear and effective communication with a diverse client base. Our multilingual capabilities are enhanced through partnerships with leading language service providers, enabling us to offer interpretation and translation services across numerous languages. Functions include:
• Multilingual Agents: Native speakers of English and Spanish, with additional multilingual staff as needed • Third-Party Language Services: Partnerships with language line and Globo for hundreds of languages
• Comprehensive Language Support: Available for both audio and video interpreting • Real-Time Language Assistance: 24/7 availability with extended hours for critical languages
TBCR’s team of industry-leading experts have the demonstrated experience and capabilities to lead large-scale call center response operations. We are specialists in incident and event emergency management, public health emergency preparedness, disaster preparedness, and disaster recovery.
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Project Experience
Client
Project
Description
Stood up an inbound/outbound call center within five business days to provide support and help answer survivor questions following the Maui Wildfires in 2023. • Built IVR and provided inbound call scripts • Created new hire training program
Maui County and Hawaii Emergency Management Agency (HI-EMA)
Maui Wildfire Response and Recovery
• Hired and trained 50 agents and four supervisors • Provided program-specific FAQs to support survivors
Expanded the scope of the Hawaii call center to complete ROE intake, requirements gathering, and review for Maui County ROE approval. • Expanded IVR to include ROE intake questions, added IVR routing to USACE • Created ROE application training, supporting three levels of application processing • Case management • Inbound and outbound calling Contracted by Speridian Technologies to assume call center responsibility from another vendor failing to meet the expectations of the State of Arizona for supporting homeowner application processing for COVID-19 assistance. • Built new IVR, supported inbound, outbound, call backs and voicemail • Created program specific agent training while building trust with Speridian • Stood up call center within 48 hours • Staffed nearly 6,000 call center agents at peak (average of 3,500 agents) • Provided statewide help line for all 67 counties (over 21 million residents) • Trained state and local staff at point of delivery (POD) locations • Provided case management services to resolve participant issues • Provided full-time staff in Florida State Emergency Operations Center (EOC) to support program administration efforts • Interviewed callers to identify their need for assistance • Reviewed application details for program eligibility requirements • Ensured proper documentation, loans, and deeds met program qualifications Provided oversight of MAI Voice Contact Center contracted by Florida for Hurricane Idalia Non-Congregate Sheltering (NCS) • Developed program and P1C training documentation for the call center • Reviewed call center reports and worked with vendor to right-size staffing • Provided ongoing training support and addressed program questions
Maui County and Hawaii Emergency Management Agency (HI-EMA)
Maui Wildfire Right of Entry (ROE)
Arizona Homeowners Assistance Fund
Speridian Technologies
Florida Division of Emergency Management (FDEM) and Florida Digital Services
Program Management Services
Homeowners Assistance Fund
State of Vermont
OUR Florida Relief Program
State of Florida
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For more information on our program support, visit our website.
TB Customer Relations works closely with the Tidal Basin team in many areas. Disaster Preparedness and Response Emergency Management: We provide comprehensive emergency management solutions, including planning, response, recovery, and mitigation services. This includes supporting communities and organizations during natural disasters, pandemics, and other crises to help them become more resilient. Training and Exercises: Preparedness experts offer specialized training programs and tabletop exercises to prepare organizations and communities for various disaster scenarios, ensuring that all stakeholders are well-prepared to respond effectively during emergencies. Public Program Management Grant Management: Our team engages in managing public assistance programs and grants, particularly those related to disaster recovery and mitigation. This includes assisting clients in navigating complex regulatory environments to maximize funding and support for recovery efforts. Compliance and Auditing: Our experts provide compliance and auditing services to support public programs and federal and state regulations, minimizing the risk of funding callbacks and penalties. Infrastructure and Community Resilience Resilience Planning: TBCR has direct experience developing and implementing strategies to enhance the resilience of critical infrastructures such as healthcare facilities, educational institutions, and transportation systems. This includes creating robust disaster recovery plans and infrastructure improvement projects. Community Engagement: We work closely with communities to build resilience through public education, outreach programs, and the development of local resilience plans that address unique regional risks and vulnerabilities. Technology Solutions Integration of Advanced Technologies: TBCR utilizes advanced proprietary software and technology solutions to streamline disaster management processes. This includes deploying systems like our proprietary software, Phoenix OneCase™, to enhance operational efficiency and provide data-driven insights for better decision-making. Artificial Intelligence (AI) and Data Analytics: We incorporate AI and data analytics to predict and mitigate the impact of disasters. This may involve machine learning algorithms to forecast disaster scenarios and optimize response strategies.
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TB Customer Relations
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