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Fully-trained Call Center Agents:

All agents must speak English proficiently. Agents must be friendly and care about your program and your callers so it seems like you're really handling the call.

All programs should go through at least two training programs - train the trainer and then training for each agent working on the account - in addition to regular on-going training.

Good Management & Supervision Of Call Center Agents:

All calls should be recorded and monitored by upper level management to ensure quality.

EVERY PROGRAM should have a supervisor who supervises the account, modifies the program when necessary, and is held accountable for the results of the program.

An "Escalation Hierarchy" must be in place so that you have access to Senior Management if problems arise.

Quick Pick-up Time And Low Abandonment Rate:

The facility MUST be adequately staffed 24/7/365 and employ sufficient programming staff so that calls are answered on average in 3 rings or less. Also, incoming calls should be dropped or abandoned less than 3% of the time.

No Downtime:

The call center should have the latest technology, back-up systems, disaster recovery systems, contingency power sources and utility providers to enable it to stay up and running at least 99.5% of the time. If service goes down, you or your clients lose money.

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