We own and operate award-winning and technologically advanced call centers in the U.S. and Europe and we use these assets for maximum effect in our campaigns for clients.
Our call centers are characterized by experienced management, organized recruiting,
continuous training, low turnover, uniform execution and up-to-date technology
platforms. This translates into successful and cost-effective calling
campaigns to shareholders.
Our capabilities and strengths are described briefly below.
Also see Inbound/Outbound Teleservices - Special Projects.
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Management Infrastructure and Reporting
We employ one team leader, supervisor, QA representative or trainer for every four telephone operators that we employ. Every project also has a dedicated account manager who serves as a single point of contact. This close supervision is further aided by our data mining and reporting capabilities.
See Reporting.
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Access and Accountability
Every project has its own account manager who is fully accountable for the success of the program and who is available on a 24x7 basis. Each client also has a 24x7 real-time access (via private secure Web site) to data and reporting related to their project, enabling decision-making and providing insight.
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Training & QA
Our trainers and QA professionals leverage established procedures, digital call recording, real-time monitoring and proven scoring and laddering methods.
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High Quality Service
Our training and QA staff and processes ensure that only the most qualified recruits are chosen, that they receive thorough training, and that they are continually monitored and rewarded for performance.
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Repeatable Methodologies
We utilize long-established, industry-approved and continually refined policies and procedures for the operation and governance of our inbound/outbound programs.
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Consistent Performance
Established procedures ensure quality, consistency and predictability, while shortening start-up times and lowering costs.
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Redundancy
Each of our call centers operates with its own internally redundant and state-of-the-art voice and data infrastructure.
See
Call Center Technologies and
Backup and Disaster Recovery.
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Seamless Operations
Internally redundant equipment (backed by multiple centers and real time fall-over capabilities) allows continued operation in the event of disaster or emergency.
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Each telecenter is equipped with full CTI integration, 24x7 monitoring, digital call recording, real-time scripting tools, and “best-of-breed” security infrastructure.
See Technology,
Call Center Technologies,
Reporting,
Security and
Backup and Disaster Recovery.
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Support for Mission-Critical Projects
Access to necessary data, in a secure environment and in real-time, enables call takers to drive towards fulfillment of client needs efficiently.
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Each year we process more than 20 million telephone calls on programs ranging from proxy contests for corporate control to critical government services, such as NYC 3-1-1.
See Experience
and
Inbound/Outbound Teleservices - Special Projects.
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No Surprises
Our experience provides an unsurpassed knowledge base and a suite of tools and procedures which we use to exceed client expectations.
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