“We’ve never
missed a
go-live date.”

“We can schedule
calls to be recorded
and scored by a
quality analyst.

Execution Excellence
We are fanatical about attention to detail

We set our sails to the winds of our client’s visions. We get our bearings quickly because we understand the value of performance and execution. This is why we are experts in interfacing with any business and internalizing its processes and systems. Working with us is an extension of how you do business.

Key Business Processes
• From 0 to Connected

Center Partners begins implementing new client programs by going through a Discovery Phase. During this phase, information will be detailed on system and security requirements, call flow, hiring requirements, training, quality processes, hours of operation, call arrival patterns, etc. These details are gathered through our Client Integration Manual (CIM).

The next step is creating a project plan that addresses all phases of planning including Contracting, Plan Refinement, Connectivity, Process Implementation, Hiring, Training, Testing, Acceptance, and Ongoing Support. After collecting key information from the Client, we use our Key Business Process 5.0 framework (our standard process for new client integration) to customize an implementation plan according to Client program requirements.

The project plan objective is to meet all client milestones on time, on budget, according to expectations, and with minimum difficulties.

 

 

Performance Tools
Business Fundamentals Tool (BFT)—“dashboard” system that indicates at a glance which performance attributes are in need of attention at all levels of the organization from our agents, through operational management and throughout all of our functional areas such as IT, or Human resources.

Quality
Our Quality programs typically include four types of quality reviews:

• Quality Tech review
• Supervisor review
• Peer to Peer review
• Self review

In all instances the call is recorded so an agent the person giving feedback can listen to the call together. The feedback is given within 24 hours of the call and in a manner that promotes learning, what is good about the call and what can be improved upon.

Tools
By utilizing our multiple industry leading call and screen recording systems we can schedule calls to be recorded and scored by a quality analyst. Additionally, we have built our own internal quality monitoring and queuing tool (SmartQuality™) that we utilize both internally and as a supplier of 3rd party quality monitoring services.

SmartQuality™ delivers an automated, workflow driven system that indexes recorded calls for retrieval, storage and reporting. The system delivers rich reporting capabilities to assist with trending and calibration reporting. The workflow component ensures productive monitoring of high volume call quality assurance personnel. Additionally, the system monitors and tracks quality assessment feedback sessions to ensure that the agents are receiving the feedback they need to continually improve their performance.

360 feedback process
We also utilize a 360 degree feedback process in which the person giving the representative feedback is observed by their manager in this setting and then given feedback on how well they presented the quality review. Therefore the representative learns from their quality feedback as well as the supervisor learns to improve upon their coaching feedback.

Calibration
Quality scoring is also dependent upon calibration sessions with our clients and any other vendors that are employed on the same program. This cross-functional team listens together to calls and scores the calls independently, then compares the scores to ensure that they are all evaluating the calls at the same base level. Variances are explained and corrected. Frequent calibration is essential to the ongoing quality success of the program.

 

Representatives
Center Partners’ agents are the “front-line” in delivering quality service to our clients’ valuable customers.

• Report directly to a supervisor (15-20 agents per coach, depending on specific client’s needs)
• Dedicated agents for each of our clients accounts
• Training in active listening skills training to increase sales, loyalty and issue resolution skills
• Receive tailored service delivery to the specific needs of the individual customer

Supervisors
Center Partners' Supervisors are responsible for ensuring that the client's contractual metrics are met while providing support and guidance for our agents’ development.

• Continuously improve processes, client satisfaction, and agent knowledge and performance
• Monitors agent calls, provides feedback to agents, and assists with agent training
• Manages daily schedules and reports the team's performance statistics to the Operations Manager
• Responsible for a team of 15-20 agents
• Dedicated to one client account

Center Partners is very proud of our CORE Leadership initiative that has received recognition from the Jack Phillips Center for Research as, “truly one of the best leadership programs we’ve seen in our review of dozens of similar types of programs.” CORE Leadership offers guidelines for daily activities, supported by leadership training, to drive the best front-line performance possible.

Operations Manager / Account Director
Center Partners will assign a dedicated Operations Manager to your program implementation, launch, and ongoing operations. Our normal ratio is 50 to 150 agents per Operations Manager.

• Overall daily responsibility of meeting the client’s program requirements
• Reports to Site Director of operations or Account Director to ensure understanding and quality
  
• Ensures effective client communications, performance management coaching, and evaluation for direct reports
• Staffing level approvals; design and implementation of process improvement initiatives
• Short-term and long-term sales motivation programs and compensation management
• Meets or exceeds service and reporting requirements for specific products or product groups

The Account Director has complete account responsibility for the delivery of client services, and client satisfaction. He/She will also be responsible for employee satisfaction both agent and leaders. The Account Director is the primary interface to the highest level of operations management within the client organization. The Account Director may supervise the Operation Manager (s).

 

Trainer
Center Partners client accounts have a dedicated trainer certified to teach your curriculum.

• Serves as the content expert when changes are needed to the existing training
• Conducts all training programs, certifies additional trainers, and executes the Kirkpatrick Model*

*The Kirkpatrick Model employs four levels of training evaluation to gauge the effectiveness of the training and from which to suggest improvements.

Quality Manager
Quality managers are assigned to individual client accounts and will manage a team of quality analysts.

• Responsible for frequent quality calibration with your personnel
• Ongoing execution of quality monitoring and quality improvement initiatives
• Monitors to drive customer satisfaction, customer loyalty, revenue and profitability

Our SmartQuality™ tool provides a centralized location for quality monitoring forms, reports, trends and calibration sessions. Quality data appears on agent and supervisor performance management tools for overall development. Results from using the tool include improved quality scores, quantitative calibration sessions, increased revenue per sale, customer satisfaction and speed to proficiency for new hires.

Quality assurance analysts
By utilizing multiple industry leading call monitoring and screen recording systems we can schedule calls to be recorded and scored by a quality analyst. The standard ratio of quality analysts to agents is 1 to 40, however this ratio can change dependent upon the specific program requirements.

Site Director
Each of our individual call center locations is managed by a Site Director.

• Oversees the Supervisors, and Operations Managers of the call groups within area of responsibility
• Fulfills Center Partners' Mission Statement and meets client performance criteria
• Coordinates all functional areas in the center to ensure teamwork and accountability

Workforce Management
Center Partners utilizes two highly skilled groups to provide forecasting, scheduling, and service level management. Our scheduling department is responsible for creating and managing all agent-scheduling activities. This includes reviewing predicted service levels for future weeks and developing plans to compensate for overages/short-falls, handling client-requested additional training, creating schedules for new hires, and administering paid time off. Our logistics group focuses on real-time activity and is charged with managing intra-day service levels and staffing issues.

Results
Simply put: we are 100% referenceable. You can speak to any of our former and current clients.

Communication
Ongoing communications is a process, not an event. We provide opportunities for communication on many different levels and ways. You can see statistics for your program remotely and in real time through our e-Metric solution. You can dial into a call remotely and in real time for quality monitoring purposes. We have designed daily, weekly, monthly and quarterly processes for formal and informal communication.

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