Quality Assurance
Quality Assurance takes many forms and our goal is to make sure you are receiving the highest quality work possible. Quality Assurance is giving the Call Center Representative ALL the tools he/she needs to do the job effectively.
We do that in four main ways...
Project Manager
Once you have decided to use The Clarus Company as your call center of choice, you are assigned a Project Manager who will run your campaign. Your Project Manager is the quarterback of your team and will be your main point of contact as your project kicks off.
You are in good hands. Your Project Manager is an experienced marketer who will be responsible for not only helping to set up your campaign, but implementing it as well. Two-way feedback, between you and your Project Manager, will be paramount to your project’s success.
Call Floor Supervisors
In addition to the Quality Assurance Program and Project Management Teams listed above we also have several Floor Supervisors and Team Leaders who are responsible for monitoring, training, and coaching our reps. They are given the flexibility and authority to immediately respond to questions, objections, concerns, etc. that invariably arise during a call campaign. This dynamic flexibility is designed to ensure the greatest chance of success on each and every call.
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Call Center Represtatives
We hire quality Call Center Representatives to be the “voice” of your company. We know that by outsourcing your call center project you are entrusting us to represent you the way your own trusted employees would.
And we take that responsibility very seriously. That’s why we put our Call Center Reps through a variety of training programs that teach them the importance of treating each call as a unique opportunity to build your business.
The training our call reps receive serves additional functions as well. First, it reduces turnover. Our experience has shown that your project will have a much greater chance of success the longer a call center rep you start with stays on the campaign.
Second, we continually strive to make incremental increases in the skill level of our reps. There is a natural learning curve associated with every campaign we start and we use our training sessions to shorten that curve as much as possible.
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