About Us
Center One is located in Buffalo, NY giving us the advantage of hiring highly qualified and skilled employees who possess superb work ethics. Our experienced and diversified management staff allows us to offer clients a variety of outstanding solutions.
We provide ongoing training at every level of employment. Annual Management education seminars are held to promote team building, morale boosting, and sharing of best practices. At entry level we have created a state of the art, custom training tailored to meet and exceed our client’s expectations. We include regulatory compliance, extraordinary Customer Service, soft skills and proper telephone etiquette. Our hands on approach and measured integration into our fast paced work environment help to reduce our attrition rate.
Our Customer Care Specialists are held to the highest standards. Their goals are based on client expectations and performance, feedback is given on an hourly, daily, and monthly basis.
Center One understands the importance of compliance and consistency in today’s environment. We have an entire team of dedicated Quality Assurance Associates available, offering flexible solutions to ensure the highest level of professionalism for your Customers. We will provide call monitoring, self audits, as well as email and fax correspondence resolution, all of which can be measured and reported on a daily, weekly, or monthly schedule.
We use daily and month to date reports to maximize both system and employee utilization. These reports measure a variety of criteria including Call Volume, Abandon Rates, Handle Times, Hold Times, Dialer Dispositions, IVR Activity Summaries, Cycle Performance, Revenue Generation, and Time Allocation.
Our expert internal reporting team is able to customize and produce client requested data on demand. A dedicated resource will be assigned to work with your team during the development, testing and rollout of these reports.
As your strategic partner we are able to use the latest technology to develop client specific services with low cost and large returns. We have the ability to provide automated or personal, inbound or outbound solutions. Our call management system provides real time access to manage call flow as well as agent productivity.
Our focus on security and privacy of your Customer’s information is unrivaled in this industry. We are PCI certified, with a full disaster recovery plan. We conduct extensive background checks on all of our employees, require applicants to pass several aptitude tests, and have an in-depth screening process. Onsite security is staffed during hours of operation and admittance is granted through badge access. We are dedicated to protecting your Customer’s proprietary information.
