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Because Quality Answering Service is our Expertise
To be the experts in our field, we carefully construct our team, starting with the hiring process. In order to be a part of our team, a person must have a "can do" attitude. Why is this so important? Because having the attitude for excellence is crucial for true customer satisfaction and quality control.
Our approach is simple. Invest in our people and they'll pay it forward to you, the customer!
Building a Passionate Team of Experts
To ensure we build the best possible team, we ask all job seekers to go through testing, simulations and interviews. By putting in the effort to select the most qualified operators, we are assured that in the end the customer is well taken care of. Details on the hiring process can be found on the building team excellence page in the careers section.
Once the agent has completed the hiring process, they enter a six week basic training program where they learn how to professionally answer calls and become familiar with the VoiceNation philosophy of being an extension of our clients' business. This time of mentoring is beneficial to the new hire as well as the mentor as they learn to share the passion with the newer hires. For more details on basic training, take a look at our hiring process.
Staff Development and Continuing Education
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. Call center reps are encouraged to look at their position at VoiceNation not as just a job, but as a professional career ... one that requires dedication, enthusiasm and ongoing training. Take a look at how we take staff development seriously.
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
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 does. With VoiceNation your business will sound like a Fortune 500 Company.
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. You won't find this kind of assurance at any other live answering service.