The FDT Approach
At Field Data Technology, Client Engagement and Support Services extend beyond traditional call center operations; they embody a comprehensive approach to elevating customer interactions and fostering lasting relationships. Our multi-lingual Contact Center operates round-the-clock, offering global clients – including partnerships with the Smithsonian and USDA – exceptional support services that transcend language and geographical barriers.
A Commitment to Excellence
Our Contact Center capabilities are rooted in a commitment to maintaining the highest standards of customer service. We excel in building efficient Contact Center operations from the ground up or transitioning existing services without any interruption to ensure continuity and excellence in each customer engagement. The Center of Excellence operations are supported by a robust internal recruiting organization and strategic partnerships with recruitment firms, equipping our centers with professionals who excel in technical, educational, and cultural competencies.
Security and Compliance
Our dedication to excellence, combined with our innovative approach and commitment to security and compliance, sets us apart in delivering services that exceed our clients’ expectations. We adhere to rigorous standards including PCI DSS, FedRAMP, SOC2, HIPAA, and GDPR, among others, to ensure our operations meet and exceed the required regulatory requirements. Adherence to these standards impacts our clients directly, through data security and reliable service continuity. In addition, our staff is trained and cleared in handling Personally Identifiable Information (PII), ensuring the integrity and security of client data.
Innovative Technology and Infrastructure
Our contact centers are equipped with cutting-edge technology and infrastructure, ensuring efficient, effective operations and management.
- Advanced Call Routing and Distribution: Leveraging technology to ensure calls are efficiently routed based on caller preferences and agent availability.
- Comprehensive Equipment Support: From agent-specific hardware to common area monitors for tracking key metrics, ensuring our team is equipped for success.
- System Capacity Optimization: Utilizing data analysis and modeling to optimize agent staffing and scheduling, accommodating fluctuating call volumes and seasonal demands.
- Robust Training Programs: Our three-stage training program ensures our agents are well-prepared to provide exceptional service, covering technical onboarding, detailed training and testing, and deployment.