|
Our
philosophy is to build quality into every phase of the call handling
and management process. Our competitive advantages include enhanced
training, detailed in-house and remote monitoring, Internet-based
monitoring review capabilities, dedicated associates, and
technically advanced hardware and software.
Each client establishes
service level requirements. IBN Call Center management is then
responsible for managing and exceeding those agreed upon baseline
levels on a daily basis.
 Client Reporting
Client reports are designed to the
specifications of the client. For IBN's customers, this includes
standard Automated Call Distributor (ACD) daily call activity
reports, Interactive Voice Response (IVR), Internet, and Computer
Telephony Integration (CTI) operations performance recaps. These
reports are created overnight for the previous day's call activity
and are available the following morning. All reports are available
for clients on the Internet (see our Power Point
Presentation).
Monitoring Service
Monitoring, coaching, and continuous evaluation
play an integral part in the development of IBN's telemarketing
associates. The development process is ongoing, with over 75 percent
of each Associate Development team member's day geared to monitoring
calls.
The intent of these sessions is to:
-
Ensure a consistent level of service for each customer
-
Ensure an understanding of call flow processes
-
Verify that updates are understood and implemented at an
associate level.
|