At The Jay Group, you’ll notice something different. It may seem like all outsourced call centers are one and the same, but it really is our people that make the difference. Our agents take pride in being part of a leader in Contact Center operations.
We have been consistently voted as one of the best places to work in Pennsylvania throughout the past decade. Additionally, the average tenure of our customer service agents is nearly twice the industry average. We attribute this to the high level of professionalism instilled here at The Jay Group. Our staff is provided with a career plan for them to improve themselves both professionally and personally. Throughout the halls of our buildings, you’re bound to find employees that got their start within the Contact Center.
It all starts with the type of people you will find at the Jay Group. The Jay Group follows strict hiring criteria for our agents. The result is an attrition rate of 25% annually, less than one-fourth of most outsourced contact center providers. The retention and experience of our agents, combined with on-going training and close supervision, ensures that your customer information will be channeled effectively and accurately to your team. We will keep you intimately informed of customer feedback to help you continually evaluate the site functionality and user friendliness. The Jay Group has a history of providing process and product improvement to client programs through proactive recommendations gleaned from consumer feedback.
Our Contact Center Managers work with our Training staff and Workforce Operations team to offer you a unique high-touch solution to your contact center needs. This analysis of your program utilizing dedicated agents, shared agents, or a blended approach results in the most efficient solution for your business. We don’t believe in one size fits all, and neither should you.
Through our extensive development plan and hands-on training, our agents become a true extension of your brand on the phone, over email, chat, and even through Social Media. We pride ourselves on our high-touch customer service. Our ability to upsell and cross-sell speaks for itself. Over a 12 month period, our efforts resulted in an additional $5 Million in sales for one of our clients.