Departments

As Contact Center Specialists, we believe that performance always leads to a better bottom line than cost cutting, so we invest in the things that make a difference: highly paid and skilled employees, best-in-breed technologies, and the most exceptional management team in the business.

Delivering a high quality, customer focused campaign with strong client ROI is the number one objective at Thomas L. Cardella & Associates--and one that is shared by every employee. To facilitate this goal, we use comprehensive quality and assessment practices, promote account-driven client services, and provide every employee with the training and development they need to be successful.

Superior Quality

We maintain the highest quality standards by ensuring a 360° perspective of our performance. Every member of the account team—Quality Assurance Representatives, Supervisors and Agents--participates in the evaluation process.

All employees are trained on quality monitor use to facilitate self-assessment, while the entire team calibrates on all monitored results to assure superior call quality. We also archive calls by program, skill area, and customer response, and use them in training and development.

Ongoing Development

Selective hiring practices and high starting wages help us attract more seasoned employees, while world-class training and development programs give them the means to become subject matter experts, cross train in new specialties, and to generally further their careers.

Agents enhance their skills through daily quality assessments and one-on-one performance reviews. These weekly and monthly reviews highlight successes and improvement opportunities, and facilitate problem resolution.

Agents also provide feedback to their managers and their supervisors, which they in turn use for their own development. This accountability-by-all philosophy encourages goodwill among the staff and promotes a level of personal accountability rarely seen at the Agent level.


Client ROI Focus

‘Return-On-Investment’ is more than a buzz phrase, it’s our first priority. We maximize client ROI through a single-point-of-contact Account Management model.

Account Managers keep clients involved with programs and their progress through weekly program recaps and other ongoing communications. Working proactively, they apply industry expertise and conduct regular strategic planning, which includes customer interaction analysis, industry analysis, and detailed customer diagnostics.

Keeping Client ROI a priority also requires a particular mindset, one that places client needs before our own. Advocating this uneven client/vendor relationship has been one of our most successful strategies for ensuring client success, and one that our CEO has advocated for years. Click here to read Tom Cardella’s Twelve Steps to Effective Client Relationship Management.