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Management Philosophy


Traditionally, call center outsourcing companies look at each of their call centers as a “production facility” where the “output” is the services delivered to various clients and the company’s own internal goals take precedence over the client’s objectives. In these cases, a manager oversees each center and reports to a director, who, in turn, is responsible for multiple call centers.


This arrangement is far too limited in its ability to meet client expectations. Instead, we take a client-centric approach where each client relationship is assigned a VP-level resource to manage operations and all other aspects of each program. This single point of contact oversees the client services team and call center managers, all of whom are dedicated to a single client. There are no shared resources, split responsibilities, or conflicting priorities that are commonly found with other vendors.


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