All of our agents must be trained and then CERTIFIED on each program BEFORE taking any calls.
to your business and delivering opportunities that help you grow.
to answer, handle and direct calls the way you want them to be.
professional, personable, and helpful to your callers.
of your products, services and business protocols.
TRAINING is absolutely critical to the outcome of every call.
A poorly trained agent is worse than not answering the phone at all. We understand this wholeheartedly and maintain quality of agent by:
» Highly Selective Hiring Process. We are extremely selective in our hiring process and typically hire 1 out of 10-15 candidates.
» LMS-Based Training and Certification. Before any agent takes calls for a client they must have been through specific client-based training and have passed a client certification test.
» Nesting.Upon core system certification agents are assigned to a nesting bay.
» Monitoring and QA Assessment. Our Monitoring and QA teams assess agents daily based on a proprietary scorecard that includes 1) required service delivery, 2) Soft skills and 3) Wow factors. Agent scores drive their compensation.
» Ongoing Training and Client Services. Our client services team makes sure to touch each client at least once a week to ensure our agents have the most up-to-date information.
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