KorPartners’ provides a full spectrum of options to choose for operating your One Call Center.  Our One Call Center services range from KorPartners performing all call center operations and technology, to providing just the software for a self-run One Call Center, and every variation in between.  We are completely flexible in our offerings, and strive to truly partner with each of our clients to discover the One Call Center operations solution that is optimal for their state.  Instead of boxing you into a fixed package, we allow each client to select the operations pieces that best work for them.  Our foundation of superior operations, industry-leading technology and the highest service level available, equips any One Call Center with the perfect blend of operational products and services.

Complete One Call Center Operations

Independent or In-State One Call Center Locations

KorPartners is fully equipped to operate an independent or in-state One Call Center.  KorPartners is headquartered in Minnesota and currently operates a call center there as well, with the capacity to add additional state call centers.  KorPartners can also operate a call center in the state your One Call Center currently exists.  Staffing, training and management can all be provided at the location of your choosing.

Customer Service Representatives    

KorPartners truly believes we have the “best of the best” when it comes to our customer service representatives.  Each customer service representative is selected based on their ability to think independently, problem solve and of course, their communication and service skills.  Before taking calls, each customer service representative must complete a meticulous training course provided by the call center manager.  Customer service representatives are taught not only call taking procedure, but also the values of the call center and One Call Center board they are representing.  Calls are also monitored to watch for areas of improvement and to ensure all calls maintain our high service standards.  A balance of friendliness, efficiency and accurate information taking can be found in each phone call made to a KorPartners customer service representative.

Help Desk

KorPartners provides help desk support to the excavators, facility operators and homeowners of each state we represent.  Our quick and efficient help desk staff answer questions through a help desk hotline and also respond to email inquiries.  Besides answering state-specific questions about call center procedure, they also provide application support for the various web-based call center products KorPartners provides.

Call Taking Hours and Script

KorPartners can provide call taking services during standard business hours or 24/7, based on the needs of your call center.  We maintain dedicated customer service representatives for each state One Call Center we operate.  Each state also requires its own call taking script, based on the unique laws and digging requirements of that particular state.  KorPartners can review your current script, or develop a new script for your state, based on the best practices and experience we have gained working with multiple states.

Accounting

KorPartners provides full accounting services to One Call Centers.  All invoicing, collections, financial reporting and billing services are performed of by our accounting department.  Customer service is also provided to answer any accounting question a facility operator receiving tickets might have for the call center.

Public Awareness and Communications

KorPartners provides in-house communications and public awareness services to support the mission of the One Call Center.  Helping to raise awareness of excavators, facility operators and homeowners throughout the state is an important factor in the continued success of the One Call Center and safety of the people it serves.  KorPartners can aid in promoting the online products available to the public for contacting the One Call Center.  Promoting general awareness of the One Call Center through events, damage prevention meetings and other safety related messages is also a top priority of One Call Center communications.  A variety of communication methods can be employed, including email marketing, mailings, advertising and event sponsorship.

Reporting

Monthly monitoring of the One Call Center’s activities and service levels is a critical aspect of One Call Center management.  KorPartners tracks and analyzes several key performance metrics, and reports those statistics on a monthly basis to the One Call Center board.  Reporting metrics can include, but are not limited to:
     • Speed of Answer
     • Average Tickets by Source (fax, email, call, remote entry, XML)
     • Caller Type (homeowner, excavator, facility operator)
     • Abandoned Call Rate
     • Non-Ticket Generated Calls
     • Help Desk Call Analysis by Type

Process Automation

A key differentiator in KorPartners business processes is automation.  By incorporating the efficiency, accuracy and standardization that is found in process automation, KorPartners maintains repeatable benefits that can be shared with the One Call Centers we operate.  Reductions in manual labor and manual errors are the two largest areas of improvement seen with process automation.  These often translate into dollar savings and improved safety rates for the receiving One Call Center. 

Technology and Online Applications

KorPartners solid foundation in technology allows us to provide the industry’s most complete and comprehensive set of web applications.  We provide all applications needed to collect information from excavators, facility operators and homeowners.  These applications make it as easy as possible to communicate with the One Call Center, and also allow users to provide the critical information needed to maintain excavation safety.  KorPartners list of One Call Center applications includes:
     • Positive Response
     • MSAM
     • E-Ticket
     • Mobile E-Ticket
     • Ticket Search

Telephone System

KorPartners utilizes a powerful and flexible phone system for One Call Center call taking.  The system allows KorPartners to distribute core calling function across multiple geographic locations to ensure continuous operations.  This configuration also drastically reduces the amount of time required to add a new state or call center location.  One additional benefit to this form of phone system is that it allows for easy facilitation of work from home operators.

Redundant Servers and Redundant Data Centers

KorPartners owns and operates redundant data servers in independent, redundant data centers.  Each server operates separately from all other servers, while still communicating and maintaining the same data.  Multiple data center locations ensures information and operational stability that might otherwise be lost in a physical disaster.  KorPartners has an established disaster recovery plan, detailing business continuation and procedures in case an emergency were ever to occur.  If one data center were ever to be harmed, all other centers are completely operational, preventing service interruptions and guaranteeing call taking continues.     

Data Security

Along with call taking and informational stability, redundant data centers and servers provides security that cannot be found with a single data source.  Technological and physical security is always maintained through our disaster recovery system.  Using the global leader in security and network devices, KorPartners has worked to remove any single point of failure from the system.  This equipment also helps ensure that the KorPartners network is protected from any security threats that may exist.