Our answering service is the standard of excellence
un-matched services
In order to beat your competition, you need to first sound like a Fortune 500 Company. VoiceNation Live is a company that answers phones so extraordinarily well that excellence always follows. You’re probably wondering how that is possible; read on and find out how we do it.
The hiring process
It all starts with the hiring process. Just because a person types fast and has a friendly voice does not necessarily mean they are VoiceNation Live material. In order to be a part of our team, a person must have a Can Do Attitude during the entire hiring process. Why is this so important? Mainly because having the attitude for excellence is the starting point for ultimate customer satisfaction and quality control.
- To start, every applicant must call the VoiceNation employment hotline. This is where a 1 minute pitch is left as to why we should hire them. In this pitch we are looking for enthusiasm and other desirable qualities to show through.
- If the candidate passes these criteria we will then have our most experienced staff conduct telephone interviews.
- Then we bring them in for a face to face interview with our HR Department and typing tests
- If the candidate successfully makes it this far through the interviewing process they will then have a final interactive interview with our Call Center Director in our training facility. Here the candidate works a 3 hour shift taking live calls through our simulated environment using our call center software. We can control the number of calls coming in and the types of accounts they are simulating. We will even simulate angry or disgruntled callers to see how the candidate copes with this added stress.
- This simulation of taking live calls on our software allows us to create the type of stressful atmosphere a call center brings. And NO, they are not taking active customer calls at this point!
- At various points throughout the interview process we will conduct background checks to include personal and professional references and drug tests.
Not everyone who applies has the potential to be one of VoiceNation Live’s top quality Operators. We expect excellence and that’s why we go to so much trouble to select only those that might just have that potential to become the Best of the Best.
What people are saying
"I would like to pass along thanks to everyone who interacted with your agents over the course of our testing commented on the professionalism and thoroughness of the conversation."
Erik Malone, Globys
"VoiceNation can handle anything, even 40,000 Colbert fans. And don't you forget it!"
Comedy Central, NY
Training for excellence
Once the agent has completed the hiring process they enter a six week basic training program. During this six week boot camp each new hire is assigned a mentor who is personally responsible for the success of the new hire. Both the new hire and their mentor have pay increases riding on the new hire's ability to complete their training.
We classify our customers based on four levels of difficulty. New hires will be able to handle calls for all four levels after two weeks.
During this two week process their mentor and other supervisors will be auditing each of the new hires calls to closely grade them on their mistakes and their successes.
After two weeks and the new hire is taking all levels of calls they will work full time at this stage for 30 more days. During this 30 day period they are constantly being trained and graded on their mistakes. Every call the new hire takes at this point is audited by their mentor.
Both the new hire and mentor will receive a pay increase after the 30 day period is successfully completed. By providing a financial incentive for both the new hire and the mentor, we are creating a team building exercise and promoting quality and excellence for our customers.
Once the six week basic training is completed successfully the new hire is promoted to CCR where they will engage in ongoing staff development trainings on a daily basis.
Staff Development is a popular word around VoiceNation. All CCR's (Call Center Reps) attend weekly staff development sessions on various topics such as dealing with disgruntled callers, phone etiquette, typing skills, and customer service. The Director of Call Center continually encourages all CCR's to look at their position at VoiceNation not as just a job, but as a professional career. One that requires dedication, enthusiasm and continued ongoing training above and beyond what we consider to be the minimum that we provide.
During the rare quiet times in the call center, our CCRs are instructed to challenge themselves and their colleagues to improve their knowledge of our customer's accounts. This is accomplished by playing a variety of games such as role playing and scavenger hunts. The idea is to know and understand everything possible about each account based on memory as anything else.
Prizes and bonuses are awarded weekly and monthly from ongoing contests in the call center.
Every CCR gets a minimum of 1 full day of training on your new account. This is to ensure that from the very first call we take, your callers believe they are talking to one of your employees, not ours!
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We audit over fifty percent of every single call that comes through our call center. That's thousands of calls and hours and hours of time dedicated to ensuring the best quality answering service available.
Quality Over Price
When choosing an answering service, always remember that quality comes with a price. You should treat this process as if you were hiring your own full time personal assistant. The problem with budget answering services offering low monthly fees, is can’t possibly invest the same amount of time and money into hiring, training and quality control that VoiceNation Live does.
To be the best you need to sound like the best. We hire and train our CCRs to be the best for our customers.
With VoiceNation Live your business will sound like a Fortune 500 Company.
Continuing Education
During the occasional, but rare, quiet times our Operators challenge themselves and their colleagues to improve their typing skills and their knowledge of our Customer’s accounts. This is accomplished by playing a variety of games such as role playing and scavenger hunts. The idea is to know and understand everything possible about each account based as much on memory as anything else.
4 Step Quality Assurance
When you sign up for VoiceNation Live, your new account will go through a 4 step program to ensure your calls are handled with the professionalism and quality you would expect from your own employee. This process takes 5 days from start to finish.
- Step 1: Screening and Consultation
- Step 2: Programming
- Step 3: Final Quality Assurance
- Step 4: Training our Staff
This 5 day setup time may be longer than most answering services, but aren’t you hiring an answering service to be an extension of your company? You wouldn’t hire a new employee and expect them to start the next day with no training would you?
This is what separates us from other call centers and why so many businesses and corporations have chosen VoiceNation Live as their preferred answering service.