MAP Communications provides operator services for the University of Pennsylvania’s main telephone number. We highly recommend them to other University organizations. The whole end-to-end process of outsourcing our operator services to MAP Communications was extremely successful. All of our experiences with MAP Communications throughout the various stages of the project life-cycle were outstanding.
MAP has a strong technical support team that is available to work with the customer daily to implement the service infrastructure from the customer’s premise to MAP’s call center. In our conversion process, MAP had implemented all of the call-routing services, automated customer responses, and trained all of the agents in advance of our conversion date. In this way, we were able to schedule a “live” test of the new Call Center services using the actual agents and infrastructure to ensure that all calls were answered with the appropriate script/instructions and routed correctly before our actual conversion date.
Our conversion was completed successfully and without incident. We had setup processes and procedures in advance of the conversion, so that during the post-conversion process, we would be able to respond quickly to changes to processes and procedures for those undocumented calls that needed to be automated.
MAP Communications is very proactive with respect to providing feedback regarding service performance. With their advanced database services they are able to quickly identify new trends and implement new business rules/procedures to meet the needs of the Call Center. There are many times that we needed to provide MAP instructions for University emergencies. MAP is able to respond real-time to changes to Call Center processing.
University of Pennsylvania