The iPacesetters Edge

Why Choose iPacesetters?

Can a contact center be more than “just another vendor”?  We know you have a lot of options and that your decision will greatly impact your business. But we think you’ll agree that just making calls is not enough. You need someone who knows how to close sales and nurture your customer relationships.

Over the years, we’ve developed a unique approach to contact center services that we like to call “The iPacesetters Edge.” After a lot of thought we were able to boil it down to four core values – Process, Experience, Technology and People.

Our Process

edge-processCompliance and quality are what make successful customer experiences. Our proven training and Quality Assurance processes are at the center of every customer engagement.

To prove our commitment to compliance, we became the first contact center to be audited and certified by the American Teleservices Association Self Regulatory Organization (ATA-SRO).  We have also been endorsed by the FTC, FCC and a number of Attorneys General. These certifications are your assurance that we live up to a set of most rigorous and demanding industry guidelines.

Our quality process has been built upon industry best practices and continually evolving knowledge from consumer research and years of experience.

Our Experience

edge-experienceWe are not new to the contact center industry. Our management team has years of experience and employs best practices that have delivered unparalleled results for our clients. Over the years, through economic booms and busts, we have continued to thrive. This is because we have been able to earn the trust of our clients by remaining flexible, focused, and operating with a sense of urgency.

Don’t take our word for it, see what our clients have to say.

Get to know our executive team or Request a call

Our Technology

edge-technologyStability and scalability are key in order to deliver the best performance for your campaigns. Our information systems are built to handle whatever your demands campaigns may throw at us. We’ve recently made a multi-million dollar investments in:

  • An Avaya PBX backbone

  • A unified agent Customer Relationship Management (CRM)

  • Integrated digital recording and

  • Voice, IVR, click to chat, click to talk, SMS, email contact/response capabilities

Partnerships with leading technology companies along with a highly skilled technical staff have made it possible for us to deliver world class integrated CRM solutions, data and business intelligence to maximize value from every customer relationship.

Our People

edge-peopleCulture is everything. We believe in making our people happy and giving them the knowledge and tools to succeed. Our employees never have to ask permission to say yes, only to say no. This empowers them to make sound decisions for our clients.

 

 

 

Recruitment

Selecting an agent to represent our clients and their brands is something we take very seriously. We never rush to hire.  Each and every one of our associates possesses a unique mix of skills in order to be able to connect with customers on a personal level. A positive attitude, clarity of speech, ability to listen and emotional intelligence.

We have created a process to attract, evaluate and continuously improve talent for your business. iPacesetters three pillars of successful recruitment are as follows:

1.Recruiting

  • Sourcing
  • Interviewing
  • Testing
  • Decision-making

2. Applicant Screening Tool

  • Communications
  • Problem Solving
  • Competencies
  • Learning

3. Benchmarking

  • Top Agent Performers
  • Recruiter Performance
  • Audit Processes
  • Feedback Loops
Training and Development

Our team members never stop learning. All of our training programs instill a sense of courtesy and respect for your customers.  Our highly skilled teleservices associates are specially trained to establish rapport and trust, engage in active listening, overcome objections and close sales.

While it isn’t the complete list, some of the areas we are always providing education on are:

  • New Hire Training
    • General skills & program specific
    • Demonstrations & role play
  • Nesting & OJT
    • Daily monitoring & coaching
    • Demonstration sessions
    • Team response sessions
  • On-Going Development
    • Digital recording tools
    • Live monitoring feedback
    • Extensive curriculum library
  • Mentoring & Coaching
    • Low supervisor ratios
    • Side-by-side coaching
    • Veteran agent members
  • Management Development
    • Personalized development plan
    • Executive mentorship program
    • iP leadership conferences