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 center 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?
What percentage of your customers are high-end apparel/retail/wholesalers?
47% of our current client base is in the Retail/eCommerce industry. Many of these are distinctive luxury / lifestyle brands. We understand the critical factors that go into luxury and lifestyle brands and work with our clients to create the culture and customer experience (CX) that reflects each brand. ARGO commits to offer best practices and collaboration to ensure that every client’s unique culture and customer touch is reflected – and where possible, enhanced – to ensure best possible customer experiences and brand loyalty are reinforced and delivered with each contact.
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.
We have a seasoned analytical staff that operate our Tactical Operations Center (TOC), executing all functions associated with workforce management. The TOC is the hub for all communication across our contact centers, partners and virtual agents. They are in constant communication real-time with the production floor management to effectively harmonize the alignment of agent staffing/skill to customer call arrival patterns. The basis for the staffing plan is historical call data at the interval-level. Using Erlang-C, call data, any client insight on the customer base or product and market conditions, staffing lines are developed. The staffing plan is engineered to meet/exceed client expectations for Service Level Agreements (ex. Average Speed of answer, Abandonment Rate, Talk time). Using real-time telemetry, the TOC manages variations in call arrival and agent staffing, making the necessary adjustments for forward-looking intervals. In addition to the “play-calling” for the call center team, the TOC is the focal point for any center issues, technology/network failures or outages to ensure timely triage and if needed DRC plans are enacted. The TOC team is unique – they go beyond the mathematical gymnastics of traditional workforce management and focus on the customer experience; ensuring each and every contact is expertly aligned with a qualified agent.
The ARGO team collaborate with each client to develop workforce and forecasting methodologies that optimize staffing, costs per contact and deliver effective customer experiences and results.