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About Us > Our Approach
OUR APPROACH
24-7 INtouch delivers advanced technologies and industry best practice
management methodologies to all our accounts. However, the heart of our
success stems from the people who represent the frontline of our
business and our clients’ businesses. 24-7 INtouch is based on a
“Boutique Contact Center” business model, which is unique to the
industry. Our approach enables us to attract and retain the highest
quality personnel, including all of our agents, trainers, and managers.
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Three key principles drive our Boutique Contact Center Model: |
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LOCATION: |
Our call centers
are located in Regina and Winnipeg, both of which consist of a large
supply of quality, bilingual, and career-oriented people. Many local
residents identify working in the call center industry as a viable
career option and are therefore more committed to their job. At 24-7
INtouch, we create a career path for all our agents, with a focus on
continual education and opportunity for advancement. |
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SIZE: |
Our employees
value a small and intimate working environment. As a result, our
call centers will never contain more than 200 seats, despite how
large our company grows. A boutique style call center allows us to
reinforce a family-like culture while maintaining enhanced quality
assurance practices. Through experience, we have learned that
boutique style call centers deliver higher employee retention and
quality service than large “super” centers with thousands of seats.
24-7 INtouch does not strive to be the biggest, just to be the best. |
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CULTURE: |
With approval,
our contact center floor is heavily branded for our client. Our
dedicated team managers’ focus heavily on creating a team culture
that is closely aligned with our clients' so that each agent feels
dedicated to your brand and communicates with your customers in a
way that is consistent with your corporate culture and values. |
Outsourcing Partnership
In addition to our Boutique Contact Center approach, 24-7 INtouch treats
every client like a partner. We understand that outsourcing your sales
and customer care needs is a significant change and requires trust. We
work closely with our clients on each phase of building their call
center program to ensure we are always on the right track. We invite our
clients to be as involved as they feel comfortable, and encourage direct
interaction between our clients and team managers. |
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