Operations

Variable compensation system for internal and client metrics.
Operations works with NOCC to design intra-day alert system to prevent deviation from service level and staffing goals.
Programs can be staffed according to client schedules or to client’s historical and projected volumes incorporating service levels.
Management measures agents’ satisfaction with their supervisors’ leadership, due to the impact of this metric on performance.
Through Front Lines Reporting and Focus Groups, agents contribute to clients’ product development and continuous improvement efforts.