Responsive Call Center Leadership
Our answering service management team has many years of experience in call center, telephone answering and operational call management. Our flat answering service outsourcing management structure enables effective decision-making which ensures a fast response to any request from our clients, giving us the opportunity to customize our services.
Our team will focus efforts on workforce management. We will make sure through our training and HR departments that we constantly elevate the skills and knowledge of our operators. More importantly, our leadership has put in place performance and development plans to make sure our operators are happy and motivated to perform their job to the best of their ability. Our friendly and up-beat work culture has paid off and ensures operators arrive to work when they’re scheduled to and in good spirit. Our management team constantly helps our employees envision what their short and long-term goals are so they stay determined to reach that objective and perform well.
All our answering service representatives are monitored and constantly tested to evaluate their performance. We have a team that strives for perfection and seeks constantly opportunities for improvement . We have in-house quality assurance department that listens to calls and ensures operators are following procedures by marking off checklists. The representatives are given a score and advised after analyzing a certain number of their calls. If needed, operators are pulled off live calls and go through a customized training session until their performance meets “gold” standards.
All our operators work under the close supervision of our Supervisors who have many years of experience in national phone service, call center operations and problem resolution. Our live operators are trained to follow procedures and to resort to their supervisor who can also take care of escalated calls. All of our supervisors report to their regional managers and provide weekly reports so upper management is aware of operations. Supervisors meet in a weekly basis with their supervisees to exchange ideas.