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Call Center Standard
People, Our Greatest Asset
At K-soft we have built a reputation for a quality work environment that attracts high-caliber people. We’ve achieved this distinction by applying rigorous standards to every aspect of our human resource management process. Infrastructure and technology provide the framework whereby intelligent and motivated people drive campaign success — they ensure that the customer is satisfied; provide resolution for product or service inquiries; and receive and input orders for fulfillment.
Standards govern everything from recruitment to ongoing performance management. We view the consistent application of standards as an integral aspect of our culture of excellence —
K-soft agents understand the high expectations we have of their performance and they know that by working for a world-class service provider they enjoy benefits few of their peers experience.
People, Our Greatest Asset
Candidate agents receive an extensive orientation designed to impart
K-soft’s culture of success; teach American culture and geography; as well as refine and improve their accent quality. Agents are further educated on the specifics of sales and customer relationship management based on their campaign assignment and professional track. Once
K-soft agents have successfully mastered the basic induction curriculum, they graduate to comprehensive, campaign-specific training where they become familiar with your product or service. These courses are conducted by
K-soft trainers; widely acknowledged to be among the most accomplished in the industry. With hands-on campaign experience and subject matter expertise, they are seasoned performers who provide direction to their students with first-hand knowledge and the confidence of true contact center professionals.
Performance Management
K-soft emphasizes performance management as the key component of any campaign. By understanding our clients’ business objectives, we develop meaningful performance indicators that reflect campaign success. We strive to continually improve our agents’ customer care and customer acquisition skills with monitoring, review, coaching, and constant feedback. In partnership with our clients we use performance management to make real-time program enhancements to improve campaign performance.
Program Transition
K-soft’s transition procedures guide our account teams to ensure swift, reliable campaign migration into our facilities. Each campaign benefits from experienced professionals focused on agent training, floor management, quality assurance, performance enhancement, and systems integration. Because we extensively plan all major campaign changes and migrations,
K-soft programs transition smoothly so that the biggest surprise you receive is the improvement in your bottom line.
Quality Monitoring
Our quality monitoring process extends beyond the basics of calibration and random sampling of agent calls to perform quality analysis for continuous coaching and program refinement. Our methodology encompasses third-party review of transactions overseen by dedicated
K-soft quality specialists. Beyond these measures, K-soft
includes its legal compliance staff in the quality improvement cycle to focus on regulatory alignment in addition to performance enhancement.
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