Meet our call center.
We're dialed in.
We're turnkey.
We're good.
Our Track Record
A fine-tuned script helps us identify interested callers so that we can best drive CSAT and revenue. Our goal is to maximize each and every valuable engagement opportunity.
Transfer Rate
55–85%
of partners' eligible calls
Average Hold Time
< 30 sec
Average Speed of Answer
< 30 sec
80% of calls answered
within 30 seconds
Average Talk Time
12.5 min
Abandon Call Rate
< 5%
Escalation Rate
< 0.01%
of calls answered
Our Global Operations
4 locations, 300+ agents, 24/7 operations
Our Reporting Metrics
Productivity Reports
- Service level
- Abandomnent rate
- Average speed of answer
- Order conversion rate
- Calls forecasted
Telephony Reports
- Calls forecasted
- Calls offered
- Calls answered
- Abandoned calls
- Service level
- Average speed of answer
- Talk time
- Conversion
- Product penetration
- Install rates
Quality Reports
- Contact essentials: greeting, recap, verification, close
- Customer impact: courtesy, used consumer name, hold procedure, professionalism
- Business impact: use of tools, up-selling, documentation
- Soft skills: conversational skills, attentiveness, contact handles with patience
- Contact control skills: efficiently used time, explained product, processes, set accurate customer expectations, used appropriate terminology
CSAT Reports
Quality of
Transfer Reports
Net Promoter on
Agent Experience
Reports
Product
Sales Reports
Training and Incentives
Unified skill concept for advanced analytics
We use a unified skill concept across our call centers, which allows us to use advanced performance analytics to skill base rank all of our agents and route the call to the highest performing agent available at that moment – no matter which location.
In-depth understanding of customer journey
Part of our normal training process is not only understanding the sales process on the Updater side, but also understanding who the customer is and the journey they've taken to get to this point. If a customer originates digitally, then reaches out to a call center, they may have a different experience than a customer who is transferred from a utility call center to our own center. As part of our training, we help explain the "who/what/why" of the call and provide our agents with customer background.