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From the time your customer dials to the time they disconnect, they expect to be treated professionally, courteously, and quickly by a knowledgeable representative. Affinitas delivers on all those points, and you can be assured your customers enjoy quality experiences when working with our agents.

We pride ourselves on training and quality service. In fact, a survey conducted by an Affinitas client found that there was a 35% increase in the number of “very satisfied” customers when they spoke to an Affinitas agent compared with the client’s internal agents.

  • New Hires – We hire to a profile that meets the project goals and quality expectations of the client.

  • Classroom Training – We have trainers dedicated to your program so they become product experts. Training includes new hire and ongoing training support.

  • Ongoing Support – After the initial classroom training, new agents are provided ongoing care in our nesting program. Experienced agents help the new employees with ongoing support on the phones.

Quality Assurance
An extension of training, these agents provide additional training support in the form of an evaluation. Our QA representatives are able to monitor and provide feedback to every agent at least twice a week. The feedback on these forms is given to the supervisors to use for additional training or to reinforce learning with the agents.

In addition to the QA staff monitoring calls, the supervisors monitor their team of agents and provide immediate feedback on a regular basis.

 

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