Proper handling begins with having the right personnel, procedures and technology in place. It involves working consultatively with our clients to develop understandable and achievable account handling instructions. We have a commitment to maintaining a corporate culture of dedication to handling calls in exactly the manner desired by the client. When customer concerns arise, ACT Teleservices is known for a rapid response. We have a customer service team available 24 hours a day. There is both a short-term and long-term response to customer issues. First, we address an issue on an immediate basis, quickly correcting any technical, procedural or performance concerns. Then, we initiate a process to seek long-term solutions. This could include a retraining process or a change to our account operating procedures. In some cases, a situation will require us to revisit established protocols or instructions with a client.
Our internal quality assurance program assists in ensuring the practice of ethical, high quality work through the following techniques:
- Call monitoring with shift supervisors
- One-on-one critiquing sessions
- Standard operating procedure training
- Mystery caller program
- Call logger review