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Product Support Center
FP can help with your product support by acting as an extension of your business. Our professionals are trained extensively on how to offer quality customer support for your product(s).
Quality Assurance
FP takes a very personalized approach to QA. Supervisors (1-5 ratio) also perform QA functions including monitoring, test calling, evaluation counseling, and when necessary on-the-spot training to ensure the best quality service possible. Currently, each supervisor is required to monitor and test call each CSR on their shift once-per-day. With FP's tight supervisor ratios it's very common for a CSR to receive several monitor evaluations per day. The monitor evaluations are comprised of a 6-tiered question and answer process determining (on a scale from 1-5) how well the CSR interacted with the caller using client and FP business rules. Once the test is completed the Supervisor immediately reviews the evaluation with the CSR. Documentation is reviewed by management and stored in the employee's permanent files. Additional QA processes are available through new Contact Center Suite, but are not yet implemented.
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