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Inbound Call Center
In an industry where high turnover is the norm, FP stands apart. With an average tenure of 2 years, our call center staff's experience and friendly service is obvious to our clients and, more importantly, to their customers. These employees are carefully chosen through a series of tests and training, in verbal communication, typing, and computer "maneuvers." This selection process, including a two-step interview, helps ensure the call center staff is likely to meet the FP standards of friendly, cooperative, productive service. The offer is contingent upon the passing of a drug test and background check.
Once officially on the payroll, the training continues, but is, of course, even more in-depth. A full suite of customer service and client-specific instruction follows including lecture, video, role-play, testing, and evaluation to ensure the CSR has met all requirements. The CSR is then mentored one-on-one by an experienced operator and monitors the mentor's calls simultaneously witnessing the system navigation. During the mentoring process the new CSR begins taking calls with the mentor monitoring and coaching. CSRs are released to answer calls on their own, only after passing the certification process. On-going documented test call and monitoring results are a part of the employees' permanent files and used to keep the service level as high as possible.
Because our niche is non-spike, customer service, FP has strategic alliances with other high-volume inbound call centers staffed to respond to National TV media marketing. These contact centers transfer orders to FP via electronic batch files, and FP does the rest, including payment processing, order fulfillment, customer service, etc.
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