Our supervisors monitor call activity levels on a real time basis, and route calls and staffing accordingly. We employ five in-house programmers. Every program is written in-house by our staff and customized to meet the specific scripting and reporting needs of our clients. One week of initial training is required for each CSR for new programs. Training is done very efficiently because of our experience in handling similar programs and due to our online scripts and help screens.
Ongoing training occurs every week.
This training consists of customer care, customer service, new program updates, new script modifications, and daily call monitoring. Each CSR is monitored by the coaches on at least eight calls a week. In addition, the coaches and the CSRs meet weekly for one on one call training to listen to recorded calls for general call control, customer service, professionalism, and specific call procedures. We can ensure that this standard will be applied to your calls and that reports from our Aspect switch will be made available so that you can track the performance of the call center. We have 15 representatives with Spanish language capacity, and we make every effort to train them on as many programs as possible to make them available to our Spanish-speaking customers.