How We Work
Initial Discovery Call
Establishing a strong foundation is crucial. During our initial consultation, your dedicated Client Success Manager will collaborate with you to delve into the specifics of the partnership.
They will collaborate with you to establish agreement on the following aspects:
- Desired agent qualifications and characteristics
- Service availability schedule
- Supported communication channels (e.g., phone, email, chat, ticket)
- Utilized systems and tools (e.g., CRM, ticketing system, dialer, knowledge base)
- Type of support scenario (e.g., overflow, blended, bilingual, technical)
- Reporting needs
- Key performance indicators (KPIs) and service level agreements (SLAs)
Typically, the discovery process can be completed in a single call. However, if you require additional time to involve other colleagues for specific areas, that can be accommodated without any issue.
Agent Demand Assigned
We understand the importance of hiring the right people for your in-house team, and the same principle applies to our approach.
Unlike traditional outsourcers who may assign agents without considering their fit, we carefully select agents who align with your ideal agent profile.
Whether you require individuals who excel in phone communication, possess strong problem-solving skills, mirror your customer demographic, or any other specific requirement, we provide agents with the expertise that precisely matches your needs.
Furthermore, we closely manage our outsourced agents to ensure that only the most suitable individuals support your business in the long run.
Agent Onboarding & Deployment
We understand that nobody understands your business as well as you do.
That's why we encourage your active involvement in training the initial group of agents, alongside our Team Leaders.
This process is similar to training your in-house staff and ensures that the team is equipped with the necessary knowledge to perform their tasks effectively.
It also instills confidence in you, knowing that the team is well-prepared to deliver the desired outcomes. Moving forward, we will handle any future training sessions if there are changes or expansions in the agent group, relieving you of this responsibility.
Only when you are satisfied with the thorough training and proper setup of the first group of agents, including the appropriate technology, will we proceed to the go-live phase.
Sustained Guidance
You will be assigned a dedicated Account Manager who will maintain regular communication with you, ensuring you stay informed.
Moreover, we take care of various ongoing tasks, including agent training, management, quality assurance, performance analysis, reporting, and more.
We are flexible in scheduling meetings to accommodate your preferences, during which we can discuss your ongoing resource requirements, campaign performance, and strategic considerations.