Our service-oriented delivery process is built using six sigma methodologies and incorporates proven internal processes that enhance repeatability and reliability of service delivery. Our structured client engagement model successfully manages each stage of an implementation and takes you seamlessly through process mapping, knowledge transfer, training, transition planning, implementation, quality monitoring and on-going performance management.
Process Migration Expertise
We know that to be a successful extension of your business means that we need a complete understanding of your business, the products you sell, the support processes in place and your business culture. To start an implementation, an experienced Respondez Transition Manager engages with the client to develop a mutually formulated transition strategy, along with detailed process maps, ramp plans and timelines, and knowledge transfer requirements.
Hiring Qualified Talent
It’s all about customer experience, and our agents deliver! Led by our VP of Human Resource Potential, we begin a speedy, robust and effective hiring and selection process to build a dedicated team that meets both Respondez and your qualification requirements. Our selection criteria includes personality/communication skills, English grammar and comprehension, voice and accent neutralization proficiency, as well as project-specific skill sets which may include technical aptitude, product familiarity and more.
Training for Excellence
Our structured training programs combine Lecturettes, role plays, and other proprietary interactive methods to ensure qualified, skilled and highly trained agents are ready to engage with your customers. Our dual-track training includes standard modules that build skill and knowledge competency in North American culture and language, customer service and selling skills, as well as client-specific modules that train on the client’s products and systems.
Operations Excellence
With continuous agent monitoring and immediate issue resolution protocols, we ensure the delivery of consistent, high quality customer interactions. We align with your goals and constantly track KPI's and metrics. Real-time dynamic scheduling and reporting streamlines scheduling and further reduces costs so that you are always receiving high value, reliable service and maximum productivity levels.
Performance Management
Through powerful real-time reports and predictive modeling and forecasting, we track KPI's and metrics to continuously improve agent performance, increase productivity and optimize contact center efficiency. This means you realize increased customer retention as a result of higher first call
resolutions and consistent, highly satisfying customer experiences. We also provide insightful business intelligence analytics that are often leveraged
to increase campaign effectiveness, generate incremental revenue, and establish new standards for service.
Quality Assurance
With an impressive 1:15 ratio of QA Monitors to agents, our dedicated QA department does everything from auditing phone programs through recorded and live monitoring, to monitoring e-mail and other non-voice based processes, through work sampling for quality scoring. They continually monitor performance and identify problems at the onset to enable quick resolution while maintaining high performance, consistency and quality scores. They also recognize trends for long-term improvements.
