World-Class Call Center Quality
Clients depend on us to represent them in a world-class manner. Customer service excellence is a journey, not a destination. That’s why we have a dedicated team of individuals who focus on monitoring and coaching our call center staff. Quality is never ending journey and we work to improve every day. We double-down by participating in two independent audit programs for telephone answering service excellence.
Dependable and Reliable Call Center Service
24/7 call center solutions demand a plan when mother nature or technology strikes. We obsess over designing, planning and implementing the most reliable call centers anywhere. Our goal is 99.999% up time.
- Three geographically diverse sites to avoid service issues caused by natural disasters like earthquakes, hurricanes and blizzards
- Redundancy of telephone, internet, and servers
- Battery (UPS) and generator backup in case of power outages
- 24/7 network operations center that monitors service status
Smart and Friendly Call Center Staff
Our call center team is made up of some of the nicest people you can expect to meet. Many of our new customers come to us by referral. We’re great at handling all types of calls and callers. Even the difficult ones. Our goal is to provide excellent service with an added ‘wow’ factor on every call.
Three Call Centers to Serve You
You’ll never hear dogs barking in the background or have to worry about who has access to your data. That’s because we don’t use work-from-home agents. Our team works within our three call centers. They are located in Jackson and Grand Rapids, Michigan, and Tampa, Florida.
Our call centers feature a modern, high tech and comfortable space for our team to work in. That’s critical in allowing us to deliver the best telephone answering service anywhere. Our latest addition is our electronic noise cancellation system. It provides for a crystal clear conversation with callers.
The Science Behind Great Service
There’s a science to providing award-winning service. Our scheduling software makes sure that we have the right number of people ready to answer your calls. It uses the Erlang C formula and other variables to calculate the optimal schedule. In other words, we answer quickly and calls are rarely placed on hold.
Our training process for a call center agent is one month, from start to finish . We spend twice the amount of time working with new team members than the industry average. You’ll appreciate the extra professionalism and TLC that our team delivers to your callers.