Do What You Say You’ll Do
One of our guiding principles is “Do What You Say You’ll Do.”To deliver on that promise we’ve created a world-class framework including:
- Best ROI Delivery: We understand your business and build strong working relationships that deliver measurable business value. Our unique engagement models, coupled with a competitive pricing structure and best-in-class methodologies do not just cut costs but drive value into the enterprise from day one.
- Robust Technology Infrastructure: Our centers operate on an integrated, highly reliable and scalable IP-based voice and data network. Our Onsite network operations center and geographic system redundancy is backed by technology tools, utilities and expertise for creating efficiencies and results. We are a PCI DSS certified company which reflects our strong commitment to ensuring that the people, process and technology are secure.
- Business Continuity and Disaster Recovery: We believe that the best way to handle a crisis is not to have one in the first place. We have thorough Business Continuity and Disaster Recovery plans in place to ensure that business keeps on moving, no matter what.
- Process Migration: We pride ourselves on the speed at which we can engage with a new client and roll-out a new process. Want proof? We successfully launched a nationwide program for a 2,000 store retail chain in just six weeks.
- Well defined SLAs: We follow a Bonus/Penalty approach to SLA commitments. We consistently meet or outperform the stated SLA levels for our customers.
- Proactive Human Resource Management: Our HR and recruiting teams are staffed with HR and Organizational Development professionals. We develop our staff with proactive training at all levels of the company. Each year, our employees receive significant and ongoing training beyond new hire training. We build talent from within, and we do it one employee at a time.
- Quality Audits: Our custom Call Recording platform allows us to record 100% of calls coming into our centers and provides client access to those recordings almost immediately. Our dedicated Quality Assurance (QA) team uses that tool along with a proprietary Rep scoring system to constantly improve the customer experience.
- Metrics Driven: If we can’t measure it, we can’t improve it. That’s why our organization has a relentless focus on measuring and reporting on key performance indicators (KPIs). We leverage industry leading tools such as IEX Totalview™, the industry’s leading workforce management tool, along with custom CRM/OMS platforms that allow us to track and measure each aspect of our business.
- Anytime/Any-type Reporting: Our robust reporting tools coupled with our web-based client reporting access gives instant access to the client specific data driving their business. Apart from providing direct and transparent access to all reports, we provide clients with weekly/monthly/quarterly/yearly executive summary reports that review results from the individual agent level to the macro-level.
