Technical Services

Technical Helpdesk Services – Transform your business processes and increase your business value with our high quality Technical Helpdesk Services.

CATI Services – Take advantage of TransVisionary Solutions’ next-generation CATI Services, which employ state-of-the-art technology.

Disaster Recovery Services – We offer end-to-end Disaster Recovery Services and business continuity services which are 99.99 percent reliable.

Email and Chat Support – Concentrate more on the basic essence of your business, while we answer your customer’s email queries. There are many advantages to delegating your Email and Chat Support Services to us.

Delegate Phone Answering Services to TransVisionary Solutions.

Are you losing customers who call after business hours? Do your potential customers hear busy signals when they call? If your organization has these problems, consider delegating your telephone answering services to TransVisionary Solutions. We are one of the world’s leading providers of phone answering services. Several global clients have benefited from our professional yet cost-effective live phone answering services.

When you delegate call answering services to an expert like TransVisionary Solutions, you can be assured that every single call that you receive will be answered quickly and in a very personalized manner. We use the latest in technology for our professional answering services to assure proper dis-semination of information.

Choose us as your telephone answering services partner and never again lose the call of another valuable customer. Make sure that all your calls are answered. Delegate business answering services to TransVisionary Solutions today.

In this fast paced world, you could lose a tremendous amount of business if you do not answer your phone calls when they are received. Your customers expect you to answer their calls immediately, even by an answering machine. You cannot force your customers to give you business only during your working hours. This way you might just lose potential customers. We can solve your 24/7 incoming calls very inexpensively.

Delegating call answering services to TransVisionary Solutions will help you serve your customers when your offices are closed. We have efficient and courteous answering service operators who are trained to handle your calls as if they were working for you from your premises.

Your customers will not be able to know the difference and your organization will not lose another important call.

By investing in expert answering services delegating, you will soon see your bottom-line increasing. The cost that you would have to incur will be a fraction of the increase in your revenue.

Our call answering services provide the following benefits:

Round-the-clock services.  TransVisionary Solutions can provide your organization with after-hours phone service on a 24/7 basis.  We can handle order entries, inbound call center services, virtual secretary services and many similar services. You can choose to forward your call to us either after your working hours or on a needed basis, such as when your line is busy with another call

Cost effective services.  Our answering services are very reasonably priced. The benefits that we offer our phone answering customers far outweigh the cost involved

Experienced Resources.  Our call answering operators are trained exhaustively to assure your valuable calls are answered efficaciously.
Latest technology.  We use state-of-the-art technology and equipment to effectively meet your phone answering requirements. Our answering service is equipped with emergency backup systems that assure there will no loss of our services, even in cases of severe power outages
Customized live answering services.

TransVisionary Solutions customizes its phone answering services to meet the unique needs of different clients. After thoroughly understanding your requirements, we will devise a solution that best suits your organization.

If you are experiencing problems with your call answering service, and missing many calls, you are definitely losing business and you should consider delegating off-site 800 phone services of TransVisionary Solutions. We are accomplished providers of 800 answering services.  Many clients have utilized the benefits of delegating toll free answering services to us.

Our primary goal is to help you maximize your revenue by making the communication process simple and by eliminating missed calls which can result in a loss of business opportunities. We assure that all your calls are being answered quickly, politely and professionally.  With our services you will never again miss another business opportunity.

Our talented and skilled staff will develop customized call answering service applications that will interact with your web services as well as your external databases

Claims Processing Services.

The U.S. business environment is becoming increasingly competitive, and more and more businesses are using the services of TransVisionary Solutions to increase revenue and decrease expenses.  Claim processing call centers is one such service that is delegated to us.

TransVisionary Solutions is one of the world’s leading providers of claims processing call center services. We have been providing a large number of global clients with efficient and cost-effective claims processing services. When you delegate your claims processing call center services to us you will give your organization a competitive edge.

At TransVisionary Solutions, complex claims processing tasks are performed effectively by using scripted call management system with back-end delivery and enterprise-level reporting systems.

The advanced systems at TransVisionary Solutions can automatically deliver messages to customers via fax or email when it detects urgent dispatch requirements.  Later, our agents initiate a page or voicemail message to alert the client.

Our systems are customized in accordance with the criteria of the client, such as:  Date, time of day and/or type of call to deliver the messages to specific people or distribution groups

The system prioritizes the messages on the basis of their emergency level.  Messages which do not meet the specified emergency criteria are scheduled for delivery at pre-determined times.

TransVisionary Solutions follows a stringent work process to assure good quality and timely service information request services to our clients. The prominent steps in our product information request process are as follows:

Our team of service information experts first goes through all the information about the product provided by the client.

Our product information request team then develops a quick acquaintance with the product and the information related to the product

TransVisionary Solutions’ professionals will then under-stand everything about the product and the queries related to the product

Finally, our product information request professionals then prepare themselves to quickly adapt to unusual and unexpected queries and equip themselves to prove the superiority of your products/ services to your customers

You will only have to provide a few guidelines, the detailed catalog and any important information related to your product.

We will monitor the entire work process through which information is being supplied to your customers and upgrade them as per your requirements.

We have vast experience in handling the department of product services for various industries. We can provide the service for any kind of a product or service.

We have only trained employees and advanced technology.

Round-the-clock services on a 24/7 basis.Capability to handle high volume phone traffic at any time by expert operators.Cost effective services.

Effective customer response and solutions very promptly.

Operators who are well-trained experts in handling products and services from any industry and whose commitment to the work is unequaled.

A team of experienced service information request professionals who are courteous and articulate and have an expert understanding of the psychology of customers.

Order taking has become one of the prominent businesses with an increase in demand for different products in the market. Gone are the days when customers could place an order only on a personal visit to a seller. Now a customer usually wants to inquire thoroughly before placing an order so order taking services have been introduced so as to have a superior advantage in the market and to completely satisfy the customer.

If your organization requires order taking services, you don’t need to have the order taking call center in-house – you can delegate it to an off-site service provider such as Trans-Visionary Solutions.  We enable order-taking on toll-free numbers specific to our client’s needs.
We are one of the world’s leading providers of online order- taking services and we assure your access to professional services at cost-effective price.

There are many benefits to utilizing our phone order taking services, but few prominent ones are as follows:

Order-taking answering service enables you to reach a larger section of customers and prospects within a short period of time.

Phone order-taking enables the customer to receive immediate answers to his questions.

Live order-taking service results in great clarity in the mind of a customer after speaking to a live voice and getting all the issues clarified

An order-taking call center service has an advantage over automated order systems since it adds a personal touch which helps in building the trust of your customers

Online order taking helps you improve your profit con-siderably.

Business order-taking service retains an existing customer and helps you to gain more customers as well.

TransVisionary Solutions provides the following online order-taking services:

Live 24x7 order-taking service through toll-free lines

Online order-taking services, wherein online order-taking capabilities are combined with live order-taking services

Convenient message delivery is done through fax, email and pagers.

Streamlined services enable call reporting to be dispatched immediately at the scheduled time.

Customized services are provided in accordance with the specific requirements of the customer.

We have all the skills essential for providing order-taking service, such as:

Clear understanding of the product and all its features by the operators representing it.

Excellent communication skills which convey the message of the superiority of the product to your potential customers

The ability to convincingly answer both expected and un-expected queries.

Dedicated loyalty to the product.

The courteous forbearance to deal with a number of potential customers, regardless of their irritability

TransVisionary Solutions will need a few details from you to provide exceptional order taking services.  You will need to:

Provide the guidelines for product promotion along with all the detailed information related to the product

Monitor the service regularly and tell us whether the service is being provided in proper manner or not, then ask for the upgrading and refinement of the service per your re-quirements.  This way, our order-taking professionals can im-prove their performance for best results.

TransVisionary Solutions can provide you with the following benefits and give your organization a competitive edge.

Highly professional and well-trained employees who make the most of the sales opportunity by adding a personal touch to it.
Quick and thorough study of the product for better understanding.
Cost effective and timely services.
Well-trained operators who provide the best of services.
Round-the-clock service on a 24x7 basis.
Capability to handle high volume phone traffic at any time.

Inbound Call Center Services

Delegate your Inbound Call Center Services to us and greatly benefit from high quality services at a cost-saving of up to 50 percent.

Outbound Technical Support

For specialized Outbound Technical Support Services which include appointment setting and merchant account services, delegate to us.

Technical Helpdesk Services

Transform your business processes and increase your business value with our high quality Technical Helpdesk Services.

Delegate to TransVisionary Solutions in order to benefit from next-generation CATI Services, which employ state-of-the-art technology.

Disaster Recovery Services

TransVisionary Solutions offers complete Disaster Recovery Services and business continuity services which are 99.99% reliable.

Email and Chat Support

Focus more on your core business, while we at TransVisionary Solutions answer your customer’s email queries.  Delegate your Email and

Chat Support Services to us.

TransVisionary Solutions is the best place to which to delegate off-site services.

Call Center Technical Support– Expanding the help desk

At our technical support center, technical support delegating has long since evolved from simple call handling to business process reengineering.  The IT Help Desk has expanded to the integrated Service Desk. TransVisionary Solutions has proven its capabilities in strategic call center technical support delegating, both onsite and offshore.

Technical support delegating involves transitioning the technical support function from a vendor or an OEM to a third party or an external service provider.

The goal of IT Help Desks and tech support centers is to provide product information, product use information, and technical assistance on web sites that are accessible 24 hours a day, seven days a week.  This role is expanding as firms seek to delegate a greater breadth of solutions to a fewer number of service providers.  The help desk has now become a hub of the enterprise, delivering greater value to the business as a whole.

IT Help Desks at traditional call centers have been transformed into modern customer information centers (CICs) or contact centers.  The role of tech support has expanded to include telesales – both pre- and post-sales technical support, product support, technical applications and support, customer support services, network tech support, onsite tech support, remote support, remote IT infrastructure management ser-vices.

From cost centers to profit generators

Marking the change from cost centers into profit generators and guardians of customer loyalty, our highly evolved contact centers have moved out of the background of the customer support function and into the limelight as valuable aids to a company's marketing wing.  They are employing a host of new technologies to support pre-sales and post-sales service.

Service – A strategic differentiator

Delegating tech support to us enables a company to differentiate its product offering superior technical support. Higher levels of service quality, quicker responses and problem resolution means happier customers, and that translates to healthier bottom lines.
Today, as always, business is focused around the customer. The technology trend in the future integrates sales force automation, e-business and call center systems to form a single point of contact for the customer. Here's where technical support can create a strategic advantage for your product.

Our help desks cover the entire spectrum of superior technical support services that helps your product stay ahead of the competition.
You can differentiate your product with superior service if you delegate technical support to  TransVisionary Solutions since technological information is key to business success.

We can handle customers’ questions about new products and their complaints. We resolve problems! The data we acquire can reveal trends that enable prompt business decisions.

Powerful data capture and analytics tools allow real time reporting every five minutes or half an hour, keeping a company abreast with the trends in the market.  Proactive management of issues is possible using the information provided in dashboards.  This is business intelligence that can be acted upon in real time and is invaluable to the success of a business.

As companies embrace powerful new technologies to optimize their business processes, they can engage their customers, employees and partners in their core business processes as active participants.  The customer is no longer passive but actively engaged in the business.  The flow of information between customers and employees can be used to generate new business opportunities and proactive business management.

Our technical support personnel at contact centers are well-qualified engineers with technical knowledge and hands-on experience in customer handling.  They undergo a rigorous selection process that matches their capabilities to the delegating company's business expectations.

Training typically takes six weeks and develops the technical and customer service skills of the agents.  The intensive technical support training process familiarizes helpdesk personnel with specific product features and functions, the customer's requirements and business rules, reporting systems, escalation processes, whisper coaching assistance by an experienced mentor, and more.

TransVisionary Solutions customizes recruitment and training of tech support consultants to your specific needs.

Powerful technologies at our technical support centers include:

• Optimized internal support processes.
• Workflow configuration and task automation.
• Intuitive, collaborative features.
• Flexibility.
• Customization to the unique needs of your business.
• Global majors have not only dramatically reduced costs but have improved the quality of their services by delegating tech support to us.
• Clients have shown our confidence in us with year-after-year repeat contracts.

We offer a proven BPO offsite delivery model with world-class helpdesk infrastructure capabilities, reliable telecom-munication links, quality and process maturity, voice support skills, and qualified engineers with technical and customer support skills.

CATI Research Solutions from TransVisionary Solutions.

We offer next-generation CATI research solutions at a 75,000 sft EHS OSHA compliant facility.  Computer Aided Tele-phone Interviewing (CATI) software integrated with a completely automated, predictive dialer-enhanced telephone center with Rapid Dial assures four times the productivity of manual dialing for accurate and reliable Data Collection for Marketing Research.  Our unique distributed dialer tech-nology enables efficient call management and compliance management.

Our CATI Research services

CATI market research surveys with prospects.

CATI client lifecycle surveys.

Our Technology.

TransVisionary Solutions has access to the best technology in the field of CATI interviewing.  It is completely automated, predictive dialer enhanced with Rapid Dial that assures four times the productivity of manual dialing for the most accurate Data.  We also have the capacity to capture 100 percentage of the client experience and a complete BS17799 compliant system.

CATI research surveys with prospects.

Although your prospects are not yet your customers, they present huge opportunities for business growth. Our CATI market research surveys with prospects will help you understand their awareness, perceptions, wants and needs so you can tailor your products to meet specific needs and create a base of future clients.

Some common areas in which such surveys are used are –advertising or marketing effectiveness, brand research, attitude and usage studies, product development, market segmentation research.

Could this be your next client? Get TVS's CATI research technology working for you.

CATI client lifecycle surveys with 100% data capture

TransVisionary Solutions helps you detect customer churn with 100 percent voice recording at its CATI Call Center.  At a competitive price of just $400-600 a seat you can get 100 percent voice recording rather than sample files alone.  Most market research firms only offer records of questions subject to open interpretation, with optional voice capture.  By contrast, TransVisionary Solutions captures 100 percent vox and screen files.  So you have a valuable pool of data that you can mine and analyze with the help of our specialized Research and Analysis services, for strategic insights on:

Levels of client satisfaction.

Potential client churn.

Zeroing in on problem clients and ‘red-flag' issues that need to be dealt with on a priority basis.

With such specific information under their belts, your sales and marketing people can resolve problems proactively and diffuse potentially damaging situations before they escalate into full-scale crises.

Proactive management through situational awareness.

You can do this through our trigger-monitoring facilities, using event-based triggers driven by business rules, or trig-gers based on call patterns or exception criteria. You can spot trends and patterns in client behavior, and make timely decisions to change the situation.
TransVisionary Solutions manages the loyalty program of a leading international airline with an error rate of one in 1,00,000.

CATI and proactive action for client retention.

By dealing with “problem” clients proactively you can retain clients rather than lose them and then research the reasons why you lost them. From our expert analysis of your data, you will better understand market requirements, client behavior and client experiences.  And you can act on the data to improve your performance and efficiency.

Dashboards:   Information for strategic planning.
provides information-rich dashboards to manage and dis-tribute data that will support decision-making, strategic planning, presentations and reviews. Managers can "pull" information from their integrated feedback repository with the help of the dashboards, 24/7.

"What will TransVisionary Solutions do with my data?"
We understand that this is a universal and legitimate client concern.  Here's our way of addressing it.

We offer 100 percent transparency for CATI Research.

Our Enterprise Reporting System collects data and reports on events as they happen (real time) and over various periods of time (historical).  Historical data is updated every 30 minutes. Remote users can access real time dashboards and trend analysis reports, access voice recordings, find exceptions by analyzing the data that is tagged with calls, take decisions remotely, save calls locally, even take control of the call.

We offer client access and complete visibility of performance for operational transparency.  So you can keep your finger on the pulse of the survey and the market research data in real time.

Read more about how delegating chat support services to us can improve your client relationship services and bring an increase to your business.

Call Center Disaster Recovery

TransVisionary Solutions’ call centers have established business continuity sites throughout the U.S. and overseas through strategic tie-ups with other centers to provide disaster recovery services with a focus on business continuity.

Today's IT-dependent businesses have to keep pace with huge advances in technology, which have escalated the costs of downtime. They also have to deal with the risk of adverse impact from unforeseen events, natural or manmade disasters that could interrupt or disrupt the business.

This is why it is so essential for companies to have a disaster recovery strategy in place, to minimize the impact of a disaster and to recover from a disaster quickly. It's not just mission-critical data that is affected, but the software, hardware and systems essential for it to run on. A disaster recovery plan or business continuity plan (DRP/BCP) or business process contingency plan (BPCP) describes how an organization is to deal with potential disasters.

Some common threats to businesses include the following:

Earthquakes, hurricanes, floods

Fire

Disease

Cyber attack

Utility outages - communication breakdown, power loss

Terrorism

Disasters can have crippling effects on a business.  Fires permanently close 44 percent of the affected businesses.  Approximately 43 percent of companies that had a major loss of computerized records never reopen, 51 percent close within two years, and only six percent will survive long term.

On the positive side, companies affected by the 9/11 attacks with tested business continuity plans in place resumed business within days.
With their reliance on business-critical data, businesses should never risk their loss or compromised integrity. Any business must factor in disaster recovery as part of overall business strategy.  TransVisionary Solutions’ off-site back-up facilities for our call center operations are distributed at different locations in different parts of the world, thus assuring true security of a client’s business records.  Our sophisticated technology and expertise makes Trans-Visionary Solutions the premier technological services provider for strategic call center secure services and disaster recovery operations.

Our call centers are fully equipped to offer disaster recovery services of a high order, based on geography or operations.

Geographical plans are location-based and can be at the state or nation level since we can provide a variety of disaster recovery plans.
Along with a company’s existing 100 seats, there can be 50 other seats in the same facility reserved for the company which cannot be used for any other purpose, along with additional reserved seats in the same city or state.

Call center disaster recovery can also be based on operations. This includes the maintenance of disaster recovery centers.

We will help you determine which disaster recovery strategy is right for your business.  Contact TransVisionary Solutions  for your specific needs.

While considering possible emergency situations, the complexity of the task can be determined by studying the situation in advance and documenting the requirements for disaster recovery.

There are several possible requirements for keeping a business up and running in the event of a disaster.  These could include some or all or of the following:

Switching to an alternative business process

Insurance coverage

IT systems back-up and recovery

Premises and essential equipment back-up and recovery

Client service back-up and recovery

Administration and operations back-up and recovery

Information and documentation back-up and recovery

Companies use the following technologies to protect their data:

Data replication – synchronous or asynchronous replication – or a combination of both. The objective is to l imit data loss and aid data recovery through continuous, real-time replication keeping replicas up-to-date at all times.  The ideal solution also provides automatic failover for instantaneous data and application availability and protection against data corruption. Remote backup maintains data offsite, in a different location from the original data.

Continuous backup will ensure that all data operations are captured and recorded to a journal at all times.  Clients interested in the highest data integrity and recovery speeds prefer this option as this assures recovery that is practically instantaneous.

Our disaster recovery services have a focus on business continuity; that is, to keep a business running as smoothly as possible with minimum interruptions to service.

Business continuity planning is a part of an organization's risk management, and it involves crisis management and disaster recovery planning.

Business continuity planning is a methodology used to create a plan detailing how an organization will be able to resume critical functions within a preset time after a disaster or disruption. The development of a BCP manual goes through five main phases:

1. Analysis — Impact analysis, threat analysis, impact scenarios, recovery requirement documentation spelling out business and technical requirements for recovery within a preset time-frame.

2.  Solution design — Selecting the most cost-effective disaster recovery plan to meet the requirements: outlining the crisis command management structure, location of a secondary work site, data replication, application, software, and so on.

3.  Implementation — Execution of design elements.

4.  Testing and organization acceptance — Conducted annually or bi-annually, the testing may include: Crisis command team call-out testing, technical swing test from primary to secondary work locations and vice versa, application test, business process test.  The purpose of testing is to determine whether the business continuity solution satisfies the organization's recovery requirements.

5.  Maintenance activities include confirmation of information in the manual, testing and verification of technical solutions established for recovery operations and documented recovery procedures.  Typically, this is done on an annual or bi-annual basis.

You will have 100 percent reliable business continuity plans firmly in place for your business when you avail yourself of TransVisionary Solutions’ call centers.  We provide different levels of site protection against site failure to suit specific business continuity requirements, through cold, warm and hot recovery procedures.

Cold, Warm and Hot Recovery

Cold DR – There can be two functioning centers which have extra furniture and structured cabling.  If a center in one of the cities closes down, operations can be shifted to the functioning call center in the other city.  Computers can be set up and the WAN link redirected.  This can take a few days.

Warm DR – Along with furniture and cabling there are also computers set up.  In case of any emergency, the necessary applications can be installed on the computers and the WAN link redirected.  This would take up to 24 hours.

Hot DR – The costliest option, but also the best choice.  With this option, the center is online and ready for agents to move in in case of an emergency.

For example, there could be two functioning centers in different cities with additional provisions to accommodate more if the need arises.  So if one of the call centers has to close for a while, agents from can be flown to the call center in the other city where the traffic has been redirected.

When a business cannot tolerate any downtime in the functioning of its operations, this is the best option.  In the case of Hot DR, the system configuration, database and content changes at the Recovery Site are continuously synchronized to mirror the delegating company's mission-critical production environments.  The speed of recovery is instantaneous as the Recovery Site is in active mode at all times with a fully redundant configuration.

End-to-end solutions

Our call centers have established business continuity sites overseas through strategic tie-ups with other centers to provide disaster recovery services. They offer end-to-end business continuity services from prevention and prepared-ness to response and recovery.  The Business Continuity and Disaster Recovery Plan covers people, IT, physical site, data recovery and back-up, and risk management.

BS 7799/ ISO17799 compliance for data security

Our call centers are compliant with industry standards BS 7799/ISO17799 to assure comprehensive physical and data security.  The client’s processes, data and services are secure and protected at all times.

These disaster recovery centers work just like an actual functioning call center.

We have the most up-to-date technologies and experienced personnel.

Our facilities include immediate access to:

State-of-the-art hosting facilities

Enterprise-class data center

Data backup/restore system

High-speed Internet connectivity

Information Security protection (Firewall, IDS)

Backup power

Computers, peripherals, network connectivity, communica-tions equipment.

Highly skilled operational, technical and administrative personnel.

100 percent reliability and seamless expansion

The infrastructure backbone is built on high-speed, redundant, reliable voice and data networks that work on best-of-breed technologies.

International Private Leased Circuits (IPLCs) assure voice integrity and quality.  The entire technological infrastructure is backed-up, from servers, processors, leased lines, and storage systems to fully backed-up UPS and generator systems.

These facilities, along with the expertise of the call center agents ensures that your business recovers as quickly and efficiently as possible.  Our services are excellent and can often exceed recovery requirements.

If you would like to delegate call center disaster recovery and business continuity services to us, contact us today. Our Client Engagement Team will contact you within 24 hours.