A call center that executes, adds value and makes the customer feel comfortable. This is only achieved when the agent is fluent in the language (English & Spanish) and does not have distracting cultural issues that slow customer satisfaction.
If the experience is not consistently above expectations, what’s the sense? A call center needs a training culture, constantly striving for excellence. If a poor experience costs a customer, that solution is anything but cheap.
Technology that ensures the customer will have their needs attended, while keeping your in- formation secure. A location where service interruptions are unlikely due to natural or human factors, with an organization that has contingency plans to nearly eliminate the consequences.