Client Services
Seamless Client Services at
Select VoiceCom
At Select VoiceCom, we understand that a successful partnership begins with a well-structured and meticulously executed implementation process. The foundation of our implementation and account management processes is clear communication, proactive management, and a commitment to excellence.
Comprehensive Onboarding and Strategic Alignment
We establish the foundation of our implementation process during the initial onboarding meetings. These sessions are critical for aligning our services with your programme requirements and establishing a detailed launch plan. Led by our experienced Directors and C-level stakeholders, these meetings ensure that all parties are on the same page regarding expectations, timelines, and deliverables.
Our leadership team remains involved throughout the process, staying copied on programme communications and updates even after the launch to provide ongoing support and strategic oversight.
Dedicated Team Leadership for Optimal Performance
One of the key strengths of our programme management process is our commitment to providing dedicated leadership for your programme. A dedicated Team Leader is assigned to manage the team for programmes with 15 or fewer full-time employees (FTEs).
Your assigned Team Leader attends the complete agent training, ensuring complete immersion in the programme's specifics and goals. The Team Leader is responsible for their team’s performance and quality, acting as our client’s primary point of contact. This dedication ensures that you and your programme receive personalized attention, and a named manager is responsible for driving the success of your programme.
For more extensive programmes with more than 15 agents, multiple Team Leaders are assigned, each reporting to a seasoned Programme Manager. The Programme Manager brings extensive experience in managing larger teams, ensuring that all aspects of the programme run smoothly.
The Programme Manager, Team Leaders, and Director of Client Services remain included in all email and group chat communication to maintain transparency and effective communication throughout the team. This structure provides added leadership support and promptly addresses any issues.
Tailored Communication and Performance Evaluation
We understand that every programme is unique, so our communication and performance evaluation processes are customised to meet the specific needs of your business. However, we follow a default communication and performance review cadence to ensure consistency and clarity.
Daily Operations
- The Team Leader monitors real-time data, listens to calls, and provides coaching to drive agent performance. This hands-on approach allows the Team Leader to identify areas for improvement and celebrate successes in real-time.
- At the end of each day, the Team Leader sends an End-of-Day (EOD) report, which includes designated performance reports and highlights from the day. This report is shared with our partner client and internal management staff, ensuring everyone stays informed about the programme’s progress.
- The Team Leader also holds start or end-of-shift team huddles to provide updates or reminders to the agents, keeping the team aligned with the programme’s goals.
Weekly Performance Reviews
- The TL conducts one-on-one performance and quality reviews with each agent, comparing actual results to goals. Depending on the outcomes, the Team Leader takes necessary actions such as providing accolades, scheduling additional training, or implementing a Performance Improvement Plan (PIP).
- The Programme Manager meets with Team Leaders weekly to discuss the team and programme performance relative to the set goals. This review allows for the identification of trends and the application of corrective actions as needed.
- We strongly recommend a weekly Programme Review call between our team and every client. During these calls, we review recent performance reports, quality trends, and KPIs, and discuss any feedback from call monitoring. These discussions help us make informed recommendations for script revisions, training updates, or reporting adjustments. We also discuss anticipated or required staffing changes during these meetings.We strongly recommend a weekly Programme Review call between our team and every client. During these calls, we review recent performance reports, quality trends, and KPIs, and discuss any feedback from call monitoring. These discussions help us make informed recommendations for script revisions, training updates, or reporting adjustments. We also discuss anticipated or required staffing changes during these meetings.
Monthly and Quarterly Business Reviews
- To ensure long-term success, we recommend additional monthly and quarterly business reviews. During these sessions, we recommend reviewing KPIs, discussing long-term staffing needs, and planning for continuous improvement. This proactive approach ensures that your programme remains agile and responsive to any changes in the business environment.
Why Choose Select VoiceCom for Your Client Services Needs?
At Select VoiceCom, we are committed to delivering a seamless implementation process and a structured, layered client services approach to set the stage for ongoing success. Our approach to onboarding, dedicated leadership, and tailored communication strategies ensure we manage your programme and account with the utmost care and professionalism. By choosing us as your BPO partner, you’re not just outsourcing tasks—you’re gaining a strategic partner dedicated to helping your business thrive.
Contact us today for a free consultation and proposal for your next programme.
