The Support Team: Ameridial’s Structure
How is the call center support structured for my product/program?
After the contract is signed, you will be assigned a Program/Account Manager and/or work with an Implementation Manager. They will execute the contract by facilitating the technical setup and integration between our two companies. After the product/program has gone live, the Program/Account Manager will continue to be the primary point of contact. The Program/Account Manager is involved with all aspects of the daily running of the program. They will set up regular status calls, calibrations and quality reviews per your preferences. They work with the internal team to ensure all metrics are being met and your program is successful. The Program Manager works with our Supervisors, Trainers, and QA staff. Supervisors work directly with the representatives with the support of the trainer(s) and quality assurance staff.
Your scope of access is not restricted to your Program/Account Manager. Everyone at Ameridial has a stake in your partnership experience and you will have access to our executive team if needed.
How do you select your call center representatives?
The representatives are your brand ambassadors and truly are where “the rubber meets the road”. At Ameridial we’re very selective about whom we hire to represent you. We begin our selection process by asking you for the profile of your most successful internal representatives. We employ a multi-layered recruiting, interviewing, hiring and training process. Ameridial conducts pre-employment assessments and competency-based behavioral interviews with qualified candidates. Candidates go through several steps and interviews with our team before being made an offer of employment. Whenever possible, we also look within our staff for people offering the characteristics needed for your product and promote from within. In general terms, the staff we hire have an average age of 35, have at least four years of customer service experience, and over half have higher education as well.
How do I go about training Ameridial staff for my product or program?
There are a few options available to you when it comes to training. The first option is to have you lead the initial training. Your designated trainer can facilitate the training in person at our location or virtually. The first training class will include the trainer designated to support your product/program. Our trainer, by way of supporting you in your training session (and other time spent with you and your trainer), will become certified to conduct subsequent training sessions.
Another option is a “train the trainer” approach. We can have our trainer go to your facility (often accompanied by other support team members). While there, our trainer will learn about your product, training materials and your company culture. We can also do this virtually if preferred.
Lastly, if you are designing a new solution and don’t have training content developed, Ameridial can help by designing the training curriculum for you.
Can your representatives up-sell and/or cross-sell my products and services?
Yes, absolutely! This is a critical task assigned to us by many of our partners. Sales skills are taught to our representatives beginning with the initial Ameridial training and continue throughout their employment with us. Our training curriculum has been developed over the decades we have been in business. We also draw content from industry leaders such as Dale Carnegie and Sandler Training Institute and others. Ultimately, our staff is expertly trained to maximize the average order value you realize from our efforts.
After a representative completes training their development continues. We conduct refresher training as needed, and partner with our quality assurance team. They pull calls and help identify coaching opportunities so the agents receive development, and praise, along the way.
What’s your QA process to ensure calls are being handled properly?
Ameridial employs a multi-layered approach to representative supervision, and quality assurance, to ensure we effectively represent your brand and execute assigned duties.
Team Leaders manage the representatives every day while also contributing to the quality assurance process while listening real-time, and randomly, to representatives as they take calls. Team Leaders’ observations while monitoring live calls are documented on the same QA report cards the QA staff utilized for post-call reviews.
Our quality assurance staff listens to a sample of all recorded calls, populating QA report cards in the process. On average, 5% of calls are audited. We measure all of the key points most important to the success of your program. Most of our partners come to Ameridial already knowing what key points need to be graded and provide their QA report card for us to use. Whenever possible, we have calibrations with your internal team to allow for greater consistency in grading and understanding of metrics.
While auditing calls, should we observe a representative not providing service excellence, we expand the sample size and begin the remediation process of identifying training and coaching opportunities for the individual. We continue to audit more calls, and continue to train them addressing our concerns, until results improve to satisfactory levels.
We look to replicate your best practices understanding that each of our partners is unique and their approach to service excellence can vary. Should you not have a QA report card you’d like us to replicate, we’re happy to provide our standard for your consideration and customization. Please note that we’re also happy to explore other approaches you might prefer as part of our customized solution built for you.
How may I best maintain the personal touch with my customers when their calls are handled elsewhere?
This is a common question and an important one. To begin with, we understand our role when it comes to keeping you abreast of developments with your customers. Our staff proactively provides feedback up the line to the Program Manager you’ll be interacting with regularly. Your Program Manager will communicate with you daily and share the the feedback, concerns and recognized trends they receive from the support staff.
In the call center, we segment our support teams based on client. Your program won’t get lost in the shuffle and we have a high degree of staff retention so your customers can very well come to know the Ameridial representatives by name. And, since our staff works closely together, if a returning customer asks for a representative by name, we can often route them to him or her. It’s happened many times before! Our approach will leave your customers feeling the same level of comfort they have become accustomed to when working with your staff.
How much staff turnover do you have?
We take great pride in retaining our employees and provide many incentives for them to stay engaged with Ameridial. We not only offer competitive wages and pay increases, we have opportunities for advancement and have 401k, health, dental, and vision insurance options. Our annual turnover is approximately 25%, which is considerably less than the industry average. Anniversaries are celebrated at Ameridial to call attention to how much we appreciate our team members!
What languages can you provide support in?
We offer services in English, Spanish and (with advance notice) Canadian French. Should your program require support in other languages, we can employ a third party translation service for that component as well.