Quality: the best teams, training, support, service level agreements and reviews. That’s service level management and not a script in sight!
As experienced telemarketing professionals, Team makes straightforward service pledges:
- A specialist team for each client
- Thorough training for their unscripted calls
- Pilot campaigns, followed by detailed analysis and discussion with clients
- Agreed service level agreements (SLA)
- Individual agent supervision and top-up training throughout a campaign’s life
- Close review of campaign outcomes; changes if necessary.
The Team Guarantee of Quality is based on simple, commonsense procedures that work. These lead to better communication between all parties, a well-designed campaign with measurable outcomes, and a knowledgeable, confident team.
With the right agents selected and briefed, we run a pilot campaign over a period long enough for us to learn detailed lessons. We review this campaign with our client, and agree a structure for the calls and criteria for call success. Final training is delivered. When the campaign is live, we monitor calls closely and give coaching if necessary. We report to our client as agreed.
Our service level agreements are much more than simple metrics like ‘average call-handing time’. We work closely with our clients and listen properly. We are stakeholders in their business objectives, and our approach is based on helping to meet their objectives effectively. We are professionals, and we deliver service level management.
Contact Team now to find out how our enhanced service level management will help deliver your business objectives.