How are your customer service representatives trained?
As a new client, we’ll work with you to create customer service training documents, appeasement charts, inbound and outbound scripting, and more. Each representative is fully trained before taking any calls.
When new representatives join our team, they each receive two weeks of classroom training. This includes:
- Introduction to the company
- Customer service training
- Client-specific training
- Product training
Following classroom training, representatives participate in a nesting program for another two weeks. They take calls with a training specialist who monitors and provides coaching.
At the end of their training, each representative will take an exam to become certified for your products and services to ensure a complete understanding of your company’s business model before they work independently.
Re-training is provided every 90 days or sooner if the client makes changes. Training documents are stored inside our phone system for easy access during calls.
Where are you located? What time zone?
We have offices across three states: Indiana, Missouri, and Nevada. The main contact center is located in Missouri which is in central time zone.
What are your hours of operation?
Customer service representatives are available 24/7/365.
Which languages do you support?
Currently, we support English and Spanish communications.
What services can you provide?
We offer a wide variety of services, including inbound calling, outbound calling, answering your customer emails, website chat or messaging, social media monitoring, auto dialer services, and auto emails. We also can assist with your seasonality needs and accept calls on your-behalf during your busy season.
Do you have any professional compliance standards?
We are HIPAA compliant and PCI compliant.
How do our calls reach our system?
The most common way is to route your existing phone number into our telephony environment. Call routing or forwarding rules is another way to accept overflow calls during your hours of operation or when you are closed (nights, weekends).
How will your representatives greet our customers?
We work with each client to script greetings and other verbiage, so that we will represent your brand to match your expectations.
Is real-time reporting available, and what kind of reports do you offer?
Yes! We have hundreds of reports for our clients. We report the number of calls, emails, chat, social media requests, etc.
How soon can the services go live?
Typically, we prefer 4-6 weeks for the development of scripts, training, and testing. Depending on the volume, complexity, and urgency of your needs, this time frame may differ.
Do you have remote representatives?
Approximately 60% of our representatives are working from home. Management can monitor the calls while they are in progress and see the current status of their system.
Can you use my applications or software?
Our representatives are trained across multiple solutions and can adapt to new solutions. There’s also the option for you to use our proprietary solution – SigmaCommerce – for your services with the contact center!
What sorts of technology do you use in your contact center?
We have quality management software to score and grade your calls via a customizable scorecard for your brand. Plus, our workforce management system ensures we meet and exceed our Service Level Agreements for our partners.
Do you outsource your calls overseas?
No, 100% of our staff is located in the United States!
Are all your calls recorded? If so, how long are they stored?
Yes, all calls are recorded and stored for one year.
How many employees do you have?
Our employees vary by month, depending on the needs of our clients. We can scale up or down to meet and exceed our client’s needs.