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| Quality Policy: Providing quality teleservice solutions and customer
service is a company-wide objective at BizThinker. We have multiple
quality assurance policies in place that are instilled in every member
of our team. BizThinker's quality processes provide for employee education
as well as communication of key quality initiatives to all of our
associates. We simply will not be satisfied until your expectations
are met or exceeded. |
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| BizThinker defines quality from the customer's perspective. We want
to delight our customers from our initial contact to the continuance
of future program execution. We stress conformance to quality requirements
that follow defined steps that are controlled and reviewed throughout
each process. For BizThinker to achieve "Excellence in Execution,"
we must understand your needs and deliver upon those expectations
each and every time. |
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| With BizThinker, you are assured seamless implementation, "Excellence
in Execution" and clear, concise communications. We adhere to
these quality principles in order to bring you the best teleservices
solutions. Our methodologies focus on proven disciplines combined
with strict quality controls that allow us to constantly focus on
process improvement. |
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| BizThinker's quality assurance team utilizes a quality control system
that allows our staff members to not only listen to our agents' calls,
but to view exactly what our agents see on their screen. We can control
both the telephone and the data aspects of the calls that BizThinker
produces. We demand that all agents receive a 90 percent or higher
quality assurance score on all programs. Our agents are continuously
monitored, and they received side-by-side development coaching to
improve performance. These techniques and applications ensure that
BizThinker's agents are working as a team to achieve your specific
program objectives. |
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| At BizThinker, we are committed to protecting your privacy. The
information we collect enables us to provide services relevant to
your interests and needs. We do not collect information to give or
sell to others. We ensure you that we do not rent, sell or otherwise
furnish your information to other companies for marketing purposes. |
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| When we work with strategies partners, these companies will abide
by BizThinker's privacy policy as it is defined. |
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| Our standard operating procedure calls for every department and
each staff member to adhere to a strict set of quality control criteria
on each client project. BizThinker is required; no detail is considered
too small. Here's how we do it: |
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| Each program is assigned a Campaign Director to handle planning
and detail coordination, control mechanisms and daily reporting, monitoring
and management of the program. |
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| All Scripts/Call Guides are developed and tested by experienced
professionals and incorporate all of the appropriate verbiage, features/benefits,
qualification questions and rebuttals necessary to achieve our client's
objectives. |
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| Briefing/training sessions are Video/Audio recorded to assure accurate
information and that project goals and objectives are established
and understood correctly. |
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| 30-50% live, on-line call monitoring is a benchmark so that our
clients are represented in the most professional manner possible.
It's also a great tool in coaching and training our representatives. |
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| 80% real-time lead verification is a requirement on most projects
to reaffirm validity of information and the contact's next desired
action. |
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| 100% next day editing of all leads/contact information to guarantee
accuracy of the data captured from each contact. |
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| On-site and remote client monitoring to achieve 100% customer satisfaction. |
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