Happy Agents = Better Results
In our over 20+ years working in different call center environments we have found that lack of training and product knowledge of the client offer is what separates the good from the bad agents!
We have an amazing inhouse QA team that does randomized checks to ensure our agents are adhering to client policy. We then follow up reviewing the correct information and providing in depth coaching on how to improve while maintaining profitable margins for our clients!
It is a proven fact that if you train your agents properly, they will succeed by having all of the information to perform vs throwing agents on calls without any knowledge like some of our competitors do. Hence why cheaper rates = bad customer service.
However, with our team we will beat any other center metrics with 100% Domestic agents who have the knowledge of de-escalation tactics which will result in much happier customers who are not likely to ever chargeback, and leave happy with the call outcome!
