Services - Service Guarantee

We know you want the best value every time; we offer a unique client satisfaction plan.

As your business partner, we take client satisfaction seriously. Our technology allows personalized answering with 93% of all calls answered in 3 rings or less, and with 85% of calls responded to without being put on hold; amongst the best in the industry. Your satisfaction with our services is assured, with one of the most comprehensive client satisfaction plans in the industry.

What’s really important for providing outstanding service?

We have 3 critical success factors:

• Following a set of values that is accompanied by a disciplined customer satisfaction management process;
• Maintaining advanced technology; and
• Well-trained, caring operators.

Our training and quality assurance program is one of the most extensive in North America.

Amongst the most complete and comprehensive programs in North America, we provide a total of
8 - 10 weeks of intensive training, combining senior management overviews, skills tests, CD reviews, side by side training with a senior operator, and hands on call handling monitored and evaluated by a senior CSR. The process is very disciplined and includes the following steps:

1. Prospective new customer service representatives (CSR) are interviewed against a 10 point attribute scale. Multiple interviews are sometimes required.
2. In some situations prospective CSRs are given writing and typing skills tests.
3. Once hired a new CSR reviews our operations manual and a video describing our call centre software.
4. The CSR must pass a CD “test” of our call centre software as well as a comprehensive on-line test.
5. The new CSR then participates in a 4 day hands on training session with the Operations Manager to give a good base introduction and overview to our company, it’s values, vision, and operating philosophy.
6. A senior training assistant spends up to 3 weeks with the new CSR, working side by side.
   1. First the senior takes calls doing the talking, while the trainee types. We do this until the trainee is sure of himself or herself.
   2. Next, the trainee takes calls doing the talking while the senior types.
   3. Finally, the trainee does both, talk and type, again being monitored by the senior training assistant.
7. The CSR then is allowed to start taking calls alone, at first only one call at a time. We do this during slow times so that the trainee can learn and not feel rushed. During this time the CSR is monitored closely, with quality assurance evaluations performed weekly.
8. After acceptable performance, usually after 2 weeks of this hands on experience, the CSR is allowed to handle multiple calls.
9. Trainees participate in our Pay for Performance program, where they are eligible for bonuses for CSRs with less than one year experience (trainees).

Contact us to learn more on how we can give you
the best value every time.