What certifications does ARGO hold?
Certificate of PCI DSS Merchant Compliance; Contact Center Platform is Level 1 PCI Compliant and SOC2 certified; HIPAA Compliance.
Where are your agents located?
ARGO is headquartered in Lewiston, ME. We also have a center in West Point, GA. ARGO’s managed services alliance includes centers in Central American, Mexico, Philippines, and across Europe with the ability to invest in new locations in collaboration with client needs.
Does ARGO have a remote workforce?
ARGO has virtual agents across ten (10) U.S. states for flexible hours of service and skillsets. We have built, for all intents and purposes, what can be viewed as a hub and spoke model; Our remote workforce is strategically located within close proximity to our physical U.S. locations to enable one site team meetings, team building, training, etc. We also utilize innovative technologies to conduct meetings, coaching and training sessions virtually. The Work at Home solutions are facilitated with the use of SingleComm’s PCI Cloud ACD and Order Management System. SingleComm’s Level 1 PCI Compliant Platform uses the AWS Worldwide Platform and is accessible anywhere. This platform allows for a small footprint for both PC and networks requirements allowing for great flexibility.
Can you describe your telephony infrastructure?
ARGO provides a robust, cloud-based omnichannel contact center platform, SingleComm, as well as other QA, AI and Analytics platforms to support optimal customer management. Our platform(s) are PCI certified and can seamlessly integrate with our clients’ infrastructure, whether its third-party CRM platforms, multi-channel software integration or providing our telephony and scripting with an in-house CRM via virtual private network set ups.
What are your hours of operation?
24/7/365; Options with scale for multi-site delivery teams to ensure business continuity, languages, skillsets and culture to best meet client needs.
How Quickly can you implement a new DR program?
Our standard implementation timeframe is 2-3 weeks dependent upon scope of work, training requirements and any custom development, if required. However, we have been able to complete setup within 48 hours for urgent client needs.
Note: A proper scoping session, easily conducted by conference call, can achieve the vast majority of initial set up needs; a professional ARGO implementation resource will be assigned to work with the client team and the ARGO account manager assigned to ensure successful launch and implementation.
Are you able to [rapidly] sale up and down agents for seasonality?
ARGO has met rapid and staged workforce ramps based on client needs. As an example, we led our clients through unexpected business continuity ramps (up and down) due to the current COVID-19 impact. ARGO works with each client on scheduled and unanticipated workforce management plans. The ARGO team provides flexible operational models – dedicated, semi-dedicated and shared – which can be blended to suit our client’s operational objective, hours, call spikes, seasonal needs, growth and budget for optimal results.
How does ARGO handle DR related call spikes?
While the Direct Response Industry has made improvements at predicting call response and ensuring the accuracy of media buys, some airings will exceed expectations. Great problem to have, right? Only if your contact center can handle the excess calls smartly and maximize every call. ARGO can handle almost anything that comes along, but we will be in constant communications with your media buyer(s) to ensure the media buys and agent schedules align while providing a litter buffer for those unexpected, but welcome, over producing shows. If you want to integrate several call centers together in order to enhance call handling during peak airing times, let us know you select and set up a robust cloud-based call routing system utilizing our technology, or that of our trusted call routing partners.
What requirements do you have for DR clients?
Our core requirement is strong communication and collaboration around volume projections, media buys, arrival patterns and agreed forecasting at regular intervals in order to ensure the highest level of success. ARGO will work with our client and their media buyers to ensure that media buys and agent scheduling are aligned, and all KPIs and SLAs are optimized based on that accuracy. Further, ARGO recommends regular business reviews to ensure client key objectives are being achieved, understand changes to the business and to introduce new innovations that may achieve higher results.