RESULTS-ORIENTED OUTSOURCED CALL CENTERS
Customer satisfaction is something earned, never expected. Our outsourced call center solutions are founded on the belief that each touchpoint with a customer is an opportunity to earn lifetime loyalty for your brand—beginning with the first contact.
That’s why our call center outsourcing company has implemented a series of best practices for earning the highest first-call resolution rate possible. Through superior customer engagement methods and extensive knowledge of our clients’ products and services, our teams achieve success rates among the industry’s best.
Finding the right agents for the job
When utilizing an outsourced call center, it is extremely important for clients to know that their products and services are in good hands. Here at DialAmerica we ensure that the agents we employ are vetted thoroughly during our recruiting process. We focus on a handful of innate qualities that we believe make an excellent customer service agent.
This includes:
- A passion for helping people
- Excellent communication and interpersonal skills
- Self-motivating and positive attitude
- Problem resolution-oriented mindset
Top training processes in the call center industry
Outsourced call center performances are characterized as impersonal, mechanical, and generic and aren’t part of our DNA. Our agents undergo a thorough training process that empowers them to remain agile, adapt to unique customer issues, and establish a human connection with the customer. This includes the art of “conscious conversations,” a technique for engaging customers in a natural dialog.
Training never ends at DialAmerica. We keep things small and focused with an agent-to-supervisor ratio of 12:1, the lowest in the industry. This allows us to coach and train agents on the job, ensuring optimum performance.