At Response-Marketing we take great care in the selection of both our in-house customer service representatives (CSRs) and those of our partners, and we use the same criteria in each case. And yes, we do select and train representatives situated in offshore locations.

A. Selection

We employ a combination of experienced CSRs having proven skills for the application, and new hires meeting specific criteria. We create a dedicated group for each of our applications, and control staffing based on historical and forecasted projections.

B. Staffing

We use various methodologies to forecast staffing requirements for different programs. We project the number of contacts needed based on historical outbound call patterns taking into account the volume and length of calls. Then we fine tune staffing on an ongoing basis, ensuring your staffing model is as cost-effective as possible.

C. Training

The training package is developed during the program implementation process. It is a combination of established customer contact standards as well as product and system specific training on our customers application and product.

The final package includes the following elements:

• Introductory terms;
• Communication, listening, telephone courtesy, customer service skills;
• Selling skills (Needs-Based Sales Process);
• Technical training (headset, computer system);
• Client objectives;
• Product knowledge;
• Templates;
• Scripts;
• QA requirements;
• CSR profile and required skill sets.

Each training class consists of quizzes and role-playing, a final written test, and a final role-play assessment. CSRs must successfully complete each phase prior to working on client calls.

The majority of Response Marketing’s training staff hold a university bachelor's degree. Some of our most effective trainers have been promoted from the CSR ranks. We recommend train-the-trainer sessions, where our training management staff can conduct the initial and the ongoing training.

D. Monitoring

Response Marketing considers monitoring an essential quality management tool when combined with partners' employee feedback sessions. Feedback sessions are conducted immediately after completion of monitoring sessions. The actual number of monitoring sessions per CSR is based on objectives specific to that point in time. A full-time “Quality Assurance” staff conducts, with management, monitoring on over 39 core elements covering call handling, call outcome, product knowledge and more. We use three methods for monitoring calls.

(1) Live Monitoring. A telephone and terminal at a remote site are used to observe the actual call process in real- time. Response Marketing makes remote monitoring available to our clients upon request;

(2) Delayed Monitoring. The supervisor listens to previously recorded conversations, with the ability to observe keystrokes, which are also recorded;

(3) Random Monitoring. A randomly selected number of calls (e.g. 1 in 10) are recorded and monitored.

We encourage clients to remotely monitor and visit the contact center frequently to interact with the CSRs. Client participation in monitoring and providing feedback on calls helps our CSRs better understand the client's corporate culture, vision, and sales and customer service philosophy. Many Response Marketing clients send their internal employee communications (e.g. company newsletters) to the contact center to help the CSRs feel like part of the client team.