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Our Approach
FrontLine Communications is
committed to delivering state-of-the-art technologies and industry
best practice management methodologies to all our accounts. But the
true driving factor in our success is our people who represent the
frontline of our business and our clients’ businesses. Our “Boutique
Contact Center” business model, unique in our industry, enables us
to attract and retain the highest quality personnel, from our agents
to trainers to managers.
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Three key principles drive our
Boutique Contact Center Model: |
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1 |
LOCATION – Our contact centers
(Regina, Winnipeg (2006)) are located in contact center centric
locations, where there is a large supply of quality, bilingual, and
career-orientated people. Many of the residents see working in the
industry as viable career option and therefore they have a strong
commitment level to their job. At FrontLine we create a career path
for all our agents, with a focus on continual education and
opportunity for advancement. |
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2 |
SIZE – Our contact centers will
always remain small and intimate, never having more than 200 seats,
no matter how large our company grows. This allows us to control the
environment more closely and reinforce a family-like culture
throughout our centers. Our experience has found smaller, boutique
style contact centers deliver higher quality and retention than
large “super” contact centers with thousands of seats. Frontline
does not strive to be the biggest, just to be the best. |
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3 |
CULTURE – With approval from
our clients, our contact center floor is heavily branded for the
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 culture and values. |
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In addition to our Boutique Contact Center approach, FrontLine
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 contact 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.
To learn more about FrontLine’s unique approach call us today at
1.800.530.1121.
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