The Voice Teleservices realizes it is in the client service business. They exist to produce results for their clients. As experienced call center marketing professionals, the leadership team of Voice is incredibly responsive to the needs and actions required to produce successful operations. It is a rare combination to find hands on call center executives who understand their operation and the operation of the channel well enough to be proactive in ideas for improvement that produce results for clients. Dave and David are involved in the business and they have developed with their staff a “client first” mentality that is critical to identifying and working through issues and challenges.

As consultants, the Voice management team has worked with many call center providers over the years and they have identified best practices on operations, on-boarding a client and managing a client relationship. Realizing that they must operate as an extension of the business, they operate with the business professionalism a client would expect of an operation team co-located with them.

The Voice team, after about 30 days of operation spotted trends in data and call dispositions and developed a point of view document on what Smart Pack should do to improve customer service and what Smart Pack should do to reduce customer service calls. The proactive recommendations actually decreased the billing for Voice, but resulted in an overall improvement of value for the Smart Pack team by helping to avoid/reduce segments of customer service calls.

The agents are sales and service focused call center professionals. The reps are smart, thinking people and they are a big reason why a client gets more overall value and results by forming a partnership with Voice than working with other firms.

Vic Method
Salt Lake City, UT
Call Center Industry Expert
(Former SVP – SmartPack Solutions)