PCI-Compliant Security

At The Jay Group, all customer data, including credit card transaction information, are processed and stored on PCI-compliant secure systems in encrypted forms. Our secure Card Data Environment (CDE) provides the highest level of transactional security available today. It’s what allows us to deliver trust along with data storage and transaction processing and customer relationship management.

PCI Security Standards Council
Contact center and call center outsourcing services

Contact Center

Contact Center and customer care services.
Because it’s your brand on the phone.

Contact center, customer care and call center services

Customer service. Order processing. E-care and help desk. Few companies have the in-house resources required to deliver these services reliably and affordably. Choosing an outsourcing partner to deliver these services means that you’re hiring more than just a call center … you’re hiring representatives of your brand. Our customer service representatives provide the type of care that protects and enhances our clients’ services and products. Our culture is one that promotes an enhanced customer experience through our people, our innovative technology, and our focus on superior customer service. A visit to our facilities at any time will confirm the professionalism, technical skill, and courtesy of our team.

The Jay Group’s Contact Center offers USA-based service 24/7, 365 days a year. We constantly audit our own processes to ensure 100% customer satisfaction and first-call resolution. We operate stand-alone programs or integrate our fulfillment services for increased efficiencies and easier program management. We have a highly qualified staff of trainers and quality assurance coaches. Our proprietary training tool, JayLINC, and our associated online knowledge-bases ensure that we’re employing highly-trained, proactive experts in customer care. More than teaching a set of processes and protocols for your program, we make sure that all Jay Group customer service representatives become experts in representing your brand, and are skilled at upselling and cross-selling products and services.

Our world-class technology ensures we are capable of handling your infrastructure needs:

  • Connected via Qwest through an OC-12 Sonnet Ring, MPLS and secondary wireless channels to support our Siemens HiPath 4000™ switch and routing structure.
  • Computer Telephony Integration (CTI) provides “state-of-the-art” infrastructure.
  • Surrounding our switch is Verint WorkForce Optimization (Impact 360), Witness Quality Monitoring and call recording, IVR integration, voicemail, message on hold, call accounting and ProCenter skills-based routing.
  • Circuits are VOIP compatible and have the capacity to carry over 4,000 calls simultaneously.
  • The Jay Group supports long distance carriers from many sources, including AT&T Qwest, Sprint, Embarq and UCN. We have also integrated with numerous platforms such as Avaya and Nortel.

Contact us about our Contact Center Services

  • Domestic Customer Service
  • Order Processing
  • E-Care and E-Mail Management
  • Help Desk and Technical Support
  • Multi-lingual Service
  • Workforce Management
  • Up-Selling and Cross-Selling
  • Business Process Outsourcing (BPO)