The Connections Call Center team is made up of a diverse group of certified and qualified agents. Though the main office is located in Squamish B.C., we have remote agents located across British Colombia, from Kelowna to the Sunshine Coast to Vancouver Island.
All agents have at least ten recorded calls monitored and scored according to the criteria for the Award of Excellence, per month. We prefer to see a rating of 96% on all calls and if an agent dips to below 90%, coaching and mentoring is implemented to assist the agent to achieve 96% or better. We routinely communicate performance expectations and results to our staff. We believe that the more that an employee understands about the job, the work environment, performance expectations, and our culture, the better they will be able to achieve or exceed our standards. Agents are often live monitored by management as well.
Should we have an issue with an employee, further coaching and mentoring with a side-by-side trainer always corrects the issue. What would we do if a client found our service to be below expectations? No one ever has! However if we have an issue, it is addressed with the agent right away. Was the issue caused by lack of training? What are we meant to learn from this? Is the account programmed incorrectly? These are all questions that we ask until we drill down to the answer and correct the issue.
At Connections Call Center we find that our team are more than just colleagues. We are friends. And thanks to this positive attitude, our staff members are constantly going out of their way to help one another, whether it be with a difficult call, or an emergency change of shifts due to some unforeseen event. The Believe Team, is happy to come in each day to work for you.