Results-oriented service from the first contact
Customer satisfaction is something earned, never expected. Our customer service 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 we’ve 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
It begins in our recruitment stages. We seek out and filter out only the best candidates with the innate qualities for become excellent customer service agents.
This includes:
- A passion for helping people
- Excellent communication and interpersonal skills
- Self-motivating and positive attitude
- Problem resolution-oriented mindset
Among the industry’s top agent training processes
Call center performances characterized as impersonal, mechanical and generic aren’t part of our DNA. Our agents undergo a thorough training process that empowers them to remain agile, adapting to unique customer issues and establishing 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.