Call Centers

Restructuring, Class Action, Mass Tort Technology

Call Centers

BMC Group provides a configurable call center service for your business. Depending on your particular needs, you can define how we configure our support structure. BMC Group call center support services are available abroad for lower cost options and available in the United States. By managing our contact-centers on-site, we can rapidly launch a litigation support center (in less than two days, if needed) and implement system updates on a same day basis.

In addition, BMC Group provides class communications for legal teams. Our call centers provide class members with easy-to-access, plain language answers to their questions regarding litigation and their rights, in a way that minimizes the costs of claims administration.

Our Infrastructure

BMC Group’s enterprise grade infrastructure can handle more than 1,000 simultaneous calls, and includes:

An Interactive Voice Response (“IVR”) system with full database integration that may be used to provide class members with automated communications regarding their claims and the specifics of a settlement.
Skills Based Routing ensures that the best trained and available agent is used to answer questions regarding the litigation.
Automated queuing of fax, chat, email, and social media to call center agents, ensuring that class members are provided with cost effective, controlled support how they want it and when they want it.
Advanced Call Monitoring and Recording to ensure that that class members are receiving accurate information regarding the settlement and that service expectations are met. Our system works by scoring an agents performance against pre-defined objectives. For example, we examine whether the agent followed the script and accurately communicated the specifics of the settlement, and also review whether the the agent used a proper greeting.