OPERATIONS

Achieving Results

Measure success on your terms.

Our Expert

INSTILL EXCELLENCE

Throughout operations, we strive to instill a true sense of service excellence in every agent.

Stay Abreast

As students of your business, agents go to great lengths to stay abreast of your operations. Business updates and proficiency testing are done to keep them current with new developments.

ENSURE SECURITY

We ensure security by reinforcing adherence to industry standards and a vigilant mindset throughout agent onboarding and performance.

MEET AND EXCEED

Adherence includes Payment Card Industry Data Security Standard Level 1 and Health Insurance Portability and Accountability Act compliance. To further protect consumer privacy and data, we add common-sense measures, such as data masking and remote monitoring of agent desktops.

DRIVE CONSISTENCY

We drive consistency through repeatable procedures and processes, especially through our Vyne agent site.

USE BEST PRACTICES

Why mess with success? We use best practices, often pioneered by us, to sustain performance. This way, we establish and maintain great service from Day 1.

ACHIEVE RESULTS

Schooled in your business metrics and milestones, our agents achieve results in sales, customer care and technical support.

Deliver More

On average, our agents deliver 20% to 30% increases in add-on sales, close rates, first-call resolutions and customer satisfaction. Beyond that, we work to strengthen your brand, increase industry presence—and even generate more social media play.

OWN IT

With a sense of ownership in your business, our agents address any customer issue as if it was theirs to solve.

BACK AT YOU

Customer feedback is part of agent reviews. But feedback is a two-way street, with agents adding their own insights to improve service. This reinforces a cycle of ownership and empowerment—with pay-offs in personal performance.

IMPROVE PERFORMANCE

We use analytical tools and dashboards to monitor and improve performance—with talk time, hold/wrap and calls per hour.

Measure What Matters

We measure what matters for success—on many levels. Metrics include quality assurance, abandon rates and fast-flex staffing, within 15- minute increments. Our agent Vyne site displays performance—all at once, in one place.

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