Call Center Management
Customer Service Representatives
Our call center management team is dedicated to ensuring that our Customer Service Representatives (CSRs) are conducting quality interviews. Management is constantly monitoring the CSR's professionalism and timely completion of calls. In addition; random interview verification, quality review evaluations and continuous checking of survey data ensures the validity and integrity of every completed survey.
CSI hires only the highest quality interviewers to conduct our phone interviews. Our screening process is designed to find applicants with the highest level of professionalism, who are well-spoken, friendly and good listeners. All of our interviewers attend an extensive training program conducted by our experienced Trainers to ensure that from day one they do the best job possible. CSR's are well-trained on maintaining data integrity, remaining neutral throughout all surveys, and presenting a professional and polite attitude to all respondents. We don’t have to be experts in your line of business; but we do train our CSR's to be experts in good customer relations, communication and listening skills. It takes a friendly voice to show you care. Customers are very appreciative of the call: they realize you are going the extra mile and reaching out to them via a third party to insure that they have the freedom and comfort to be honest and open about their experience with your organization.
Virtual BDC (Business Development Center)
Is your call center doing everything it could be doing for your bottom line? Let CSI's professionally trained BDR's get to work for you. Whether it's communicating with customers, or speaking with future prospects, CSI can help.
After a Prospect engages with your company and leaves without purchasing, our reps will call to discuss:
How the visit/interaction went
How the Sales Staff performed
How your team presented itself to your new prospect
Whether they are still interested in a purchase (and IF NOT, WHY NOT)
What is highest on their priority list for this purchase (With as much detail as we can possibly evoke)
If your company is still in the running for that purchase
What it would take to make the deal. CSI’s role as an OBJECTIVE THIRD PARTY often allows your prospects to open up to us in a way they would not relate to your Sales Staff, etc. Many times your staff’s perception of why a deal went south isn’t always the reality of the situation. CSI’s Prospect Follow-Up Programs will help you:
○ Identify THIS person’s unique expectations from your company
○ Reflect on the expectations of tomorrow’s prospects
○ Identify adjustments to be made to the sales process
○ Identify adjustments to be made company-wide
○ Re-train accordingly