|
5 years 10 months – average length of employment for Spectrum’s staff. The industry average is 2 years 8 months. The mean is 4 years 7 months. We work and excel at keeping turnover at a minimum.
|
9 years 6 months – Spectrum’s average client retention. According to one industry source, the average is 3 years 2 months. We think it’s our “partnership” attitude with our clients that make the difference. |
| One call, not three – some of our competitor operators must juggle three calls or more at a time. As you would expect, it results in repeated “let me put you on hold.” Not at Spectrum. Our staff handles only one call at a time. Your caller gets our full attention. It’s more costly but the difference to the caller is dramatic. |
The latest and greatest – as good as our people are, technology is critical. At Spectrum, we utilize software that most competitors don’t have. And the reason they don’t have it…it’s expensive. We believe in giving our staff the advantage of the latest technology to assist them in getting the job done effectively and efficiently. |
| Monitoring of agents – every month, our team leaders monitor and meet with each agent to review six random calls. We must be assured that the staff remains on “their toes” to give our clients the very best. |
Great customer service hours – 8 to 5 customer service hours are not enough today. Spectrum has customer service staff from 7am to 10pm, Monday through Friday and 9am to 3pm, Saturday, Sunday and holidays. |
| Record all calls – there are times our clients want to hear a specific call. Maybe they just want to hear the tone of the caller’s voice. Maybe they want to hear how our staff is handling their calls. At Spectrum, the recorded call is only an email away. |
Your personal liaison – in addition to the customer service staff above, Spectrum will assign you a member of our management team to assist you with service issues. Want to brainstorm an idea? Call your personal liaison. |
| Need reports? – tell us what you need and how often you want them and Spectrum will make it happen. Reports will be designed to your needs and delivered according to your preference. |
Custom scripting – our clients tell us how they want their calls handled. We don’t tell them. Of course, we put our heads together to arrive at a script that brings the maximum results. |
| In-house certification program – Mari Osmon, one of the Spectrum owners, designed a three level certification program for our agents. Each agent can have the opportunity to “excel beyond the norm.” |
Six (6) year storage of recorded calls – many of our clients requested we archive their recorded calls. At your option, we will store your recorded calls for six (6) years…just in case. |
| Been around the block – Spectrum started in 1983. We haven’t “seen it all” but we have a pretty good feel of what works and what doesn’t. We are approaching a quarter century of experience. |
Local owners – Roy and Mari Osmon founded the company and are still active in the day-to-day operation. There’s something to be said about having the owners on the premises each day. |
| Average time to answer – for the year of 2005, the average call was answered in LESS THAN two rings (9 seconds). |
Calls answered in three rings – for the year of 2005, 91% of the calls were answered in three rings. Industry average…80%. |
| How important are “soft skills?” – we all tend to remember the calls with that special warm, caring touch. That is our focus in all our training. |
12 invoices, not 13 – it has become commonplace in our industry to send invoices every 28 days which means 13 bills per year, not 12. With Spectrum, it’s still 12! |
CONTACT US