Located in Massachusetts, the TECH HOTLINE has been providing U.S. based customer service and technical support to global companies since 1999. Owned and operated by Matthew Ferrara & Company, the TECH HOTLINE was designed to be the “anti-call-center” from the start. Rather than offer the “cheapest” outsourced call service to companies, we decided to create a “white glove” experience for our clients’ customers.

We measure our service much differently than most call centers: Most of our calls are answered with no wait times and those few that do wait a little on the line usually get a live person within two minutes. Our customer care experts are fully trained experts. We don’t use an “escalation policy” for our projects because we know customers hate to be connected to someone else. That’s why 99% of our calls are resolved by one person, on a single call.

The TECH HOTLINE also uses the state-of-the-art call center technology. We own our own telecom subsidiary, which is co-located in the same building. If we ever need repairs (which is rare) it’s done right away. And our systems are, as you’d expect, totally redundant. In fact, we’re so high tech that we can transfer the entire call volume to a backup cellular/VoIP system in minutes and keep taking calls without virtually a bump. How’s that for disaster recovery?

Here are some critical stats for our center:

• Televantage phone system permits highly flexible customization for our clients, including special routing rules, on-hold messaging, priority customer routing and even greetings based upon a particular customer call (Hi, David! Thanks for calling…)
• Multiple T, internet and networks create a redundant service structure which has kept the call center running for 99% of the time without interruption since 1999.

• HEAT database system can be tailored to the specific tracking and service monitoring needs of your project. I-Heat data access lets customers access support online as well as by phone/email. Plus our clients can monitor the call volume and resolutions in realtime.
• Have A Heart Certification(SM) for all of our Customer Care Representatives ensures only the most friendly, helpful professionals are working with your customers.
• Multiple language support for global projects
• All-call recording with up to 1 year of storage per project.
• Instant surveying gathers customer feedback with very incident.

At the TECH HOTLINE, we have the technology AND the staff to provide your customers with the highest quality experience. We know you’re trusting us with your Brand – and we’re ready to make it shine. In fact, major companies already trust us to be the face of their Brands, including:

• Coldwell Banker Real Estate
• Century 21 Real Estate
• Sotheby’s International Realty
• ERA Real Estate
• California Association of REALTORS
• Coldwell Banker United Realtors
• Coldwell Banker HPW
• The REALTOR Associations of Maine, Massachusetts, Ohio, Maryland and New Mexico

We can help! Send us an email or call 866-316-4211 to speak with our Business Development Team.