At Call Experts, we exemplify diversity in a multitude of ways. Diversity is apparent in our every day actions, in the make-up of our staff, and in our vision for the company’s future. At first it may seem odd – how is a call center diverse? At Call Experts, we offer solutions for a large array of businesses – basically, we need to be everything to everyone! This is how we will survive and build ourselves into the future as well.
We are a listening ear to a patient in need, a fast thinker to someone contemplating suicide, a receptionist booking an appointment, a technician walking you through a technical problem, a medical representative assessing the severity of your situation, an assistant to the one-man business providing an office presence 24/7/365, a dispatcher of a towing company, an organizer of airport pick-ups, and the list goes on! And, we do this all with minimal waste – we are a service business.
We are a foundation of this community’s non-profit organizations, providing complimentary service to places like Coastal Crisis Chaplains, Ronald McDonald House, People Against Rape, and the LowCountry Children’s Center. We focus on the youth of the community by sponsoring local leagues.
Our employees are the parents, siblings, and friends of the community. We focus on skill development of employees. Active listening, leadership, compassion, and kindness are a large part of our training – we are building active, responsible citizens in and outside of the office.
Within our 60+ person call center, we are a diverse bunch performing diverse functions! We have employees aged 18-65, male/female, and of different faiths. Everyone works together towards a common goal to find those things that unite them – teamwork and compassion. This combination of backgrounds is a critical component of the community’s future.
Diversity at Call Experts
Category : Awards
Did you know that the odds of contacting a lead if called in 5 minutes versus 30 minutes drop 100 times?
Customer Service: It pays to improve it!
Category : Awards
According to a survey by Genesys, the majority of customers claimed that poor customer service was the main reason for ending their relationship with any given company.
Employee Testimonial
Category : Inspiration
We have some wonderful employees. Here is what one said about her job when applying for a position as a Quality Assurance Grader:
Dear ____,
I could give the usual words on why exactly I think I’m qualified for this job(And I will, I promise!), but I think going from the heart is the best way to do this, So here goes.
Jobs. Everybody has one. Most people hate them, some people tolerate them, and few people enjoy them. I however fall into one very special, very rare category. I love my job. I love every aspect about it. From the people that I work with, to the people I can call boss, confidant, and yes, friend. I knew I’d love my job the moment I walked through the doors for the first time to have my interview with Joseph. But when I put my headset on and took that first call, it felt like coming home. As if, for that moment, I was right where I was supposed to be and doing exactly what I was supposed to do.
And it’s been great so far. There were a few slip ups, and times I was scared to death I’d be letting people down, but everyone has helped me become a stronger, better agent. I love that I can always ask questions and never have to feel unintelligent because of it. I love that even when I do something wrong, I have at least two people on either side of me to help pick me up again. This company cares so much for the people that work here and I feel so thrilled, and so blessed that I’m here.
The reason why I love my job so much? I get to help people. Every time someone calls in, no matter what the need, they rely on myself and my coworkers to meet their needs in a flawless, proficient manner. And the Clients use us because they obviously want the human touch. The voice that can be professional but soft enough to calm the scared and angry, celebrate with the happy, and always, ALWAYS leave the caller wanting another reason to call in. And we do that. Every call, every time.
I love that I can be myself here. I can be everything that makes me who I am and no one laughs or ridicules that. I can feel secure here and sure of myself. I don’t get that chance often, so I’ll gladly take five days a week working with the best people I could know. I can talk and laugh and sometimes(on Spirit week) let loose and play around a bit. This place has done so much for me, like boosting my self confidence. I used to look at the ground all the time, head down. Now, I’ve learned not to do that. I’ve never felt more accepted and at home than I do here.
But things change. They always do. I heard about QA from the start and I knew that’s where I wanted to go. I knew that’s where I wanted to be. As soon as I met Amy and really started getting scored I set my sights on the QA position. I want to help people, so why not help those in this new family of mine first? I want to help people be better at something I enjoy doing so much.
QA isn’t just a job to me. It’s what you should do regardless of being scored and monitored. We should always be on our best level of service because what we put into our job, it puts back into us. If I can leave work feeling better than when I came in, I’ve done something right. It’s the comments that I’ve heard like ‘Thank you for being there for me’, or ‘I never thought you’d understand.’ It’s also more than the comments that make me strive to be better. The sound of sheer relief in a mother’s voice when I can patch the Dr. to her and she knows it’s okay now. Or the way that someone says ‘Thank you’ when I get the on call technician out to fix something in a home or resort. We’re that silent connection to everybody’s life. We’re the ones that keep things going smoothly in someone’s day. Without us, things falter and fail. That kind of job requires dedication, and a commitment to doing what’s right, even if and especially when what is right, is not always easiest.
I may not know much but I know where I want to see myself, which is helping Amy, and helping others. I want to do QA because I want to make myself a better agent as well, and I know that by doing that I can improve my skills as well. ‘I may be young but I am able.’
I’ll always remember that quote because I truly believe that even though I am young, to this company at least, I am able to do this job and succeed.
There are probably others here more suited for this job. They’ve been here longer, known the company better, understand all the little kinks and quirks and oddities that make this wonderful world tick, and I understand that. But I understand something else too. I understand the way my heart felt when I saw the position was available. I didn’t write my letter the first time because I deeply respect you, and if you thought I should do Dispatch first, then I would wait. But my heart wants to learn QA. I want to help people become better, the way that Amy and Christy and Ron and well, everybody has helped me. I want to be so much better than what you see now.
I try my best everyday in my position and I hope it’s been reflected in my scores and mostly in my effort. Honesty and integrity are all about what you do when people aren’t watching. That’s the honor that defines a man or woman. And I hope that you’ve seen that I can do QA from the actions I’ve shown you.
I hope you will look past the words and see that my heart wants to do more than a job. I want to make things better. I want to right wrongs where I see them. I deeply and truly appreciate you taking the time to read this, and I sincerely hope that I’m selected for the position. I can promise you beyond a shadow of a doubt that I will not let you down. I will do my best and most honest work and I will always give my all.
Most Sincerely Yours,
T.C.
Team Building Exercise
Category : Education
What: An initiative that focuses on communication and leadership dynamics.
Group Size: from 8 on up.
Time: 30 minutes.
Props Required: One blindfold for each participant.
Objective: For the group to line up in numeric order without talking.
Activity Instructions:
Create a clear space in a large area with adequate safety procedures (I like to have several participants or co-facilitators act as buffers). Give each participant a number, instruct them not to share it with anyone, and then blindfold each participant. Tell them that they are not allowed to talk. The goal is to put themselves in numeric order without seeing or talking. The real interesting part is that you do not give the participants consecutive numbers. Skip around with little regard to the pattern, for example 1,2,3, 5, 8, 9, 10, 14, 17, 18. You should always have a one and the number that represents the number of participants in the activity.
Ask for questions. Ready, set, go!
Facilitator Notes:
1. Frustration will occur when participants use various methods to communicate, foot stomping, tapping, etc. without finding the missing numbers. You will see some participants give up. After some time, tell the group that there are some missing numbers. You will see leadership emerge, and watch how fast they get it together.
2. Can debrief as leadership or communication or problem solving.
Making a Difference
Category : Inspiration
There are some passionate, new-age business people who insist that we all must find our WHY! They say that finding your WHY will help you be successful because when you work towards your WHY, you are truly passionate. There is meaning behind your work.
But, once you starting thinking about why, other business aspects seem more superficial (especially marketing efforts, since marketing practices are not, unfortunately, always genuine).
When I heard about finding one’s WHY, I wondered if it was about business or personal realization. It seems to be more of the ladder.
What I genuinely like about my job is that we have been able to give less educated people (mostly women) safe work environments and career paths. We have seen employees build their self confidence and we have trained them on how to be leaders in our company and then, in the community. The employees who care and change their lives are so rewarding to think about.
But, finding a real WHY…was that supposed to provide clarity? Instead, I have found that I am more confused. Who would have thought of their role as a call center manager as helping empower people? I also didn’t know that I was that nice – wow, I really cared about these employees! I always thought helping people was just an added bonus, not the driving force behind why we do what we do, not the all knowing WHY!
If simply helping people is not my WHY, then maybe it is inspiring people, helping them to be better, showing them to demand what they deserve…I can wake up for that!
CEO (Michael)’s Manifesto
Category : Inspiration
We strive for perfection, knowing it is not achievable.
We do our best, and can do no more.
When there is a mistake, we will learn from it.
We will not let mistakes discourage us, nor will we let them diminish our joy for our jobs and our lives.
We provide an outstanding and vital service.
We are proud of what we do.
CALL EXPERTS Ranks on the 2010 Inc. 5000
Category : Awards
NEW YORK, August 24, 2010 – Inc. magazine today ranked CALL EXPERTS on its third annual Inc. 5000, an exclusive ranking of the nation’s fastest-growing private companies. This is the second year in a row that Call Experts has earned a place on the list. The list represents the most comprehensive look at the most important segment of the economy-America’s independent-minded entrepreneurs. Music website Pandora, convenience store chain 7-Eleven, Brooklyn Brewery, and Radio Flyer, maker of the iconic children’s red wagon, are among the prominent brands featured on this year’s list.
“The leaders of the companies on this year’s Inc. 5000 have figured out how to grow their businesses during the longest recession since the Great Depression,” said Inc. president Bob LaPointe. “The 2010 Inc. 5000 showcases a particularly hardy group of entrepreneurs.”
About the Inc. 5000
The 2010 Inc. 5000, unveiled today on Inc.com, serves as a unique illustration of the profound changes taking place in the U.S. economy. The Government Services sector showed the biggest gain in terms of the number of companies on the list, up 33 percent from last year to 335 companies. Government Services was also the second-fastest-growing sector in terms of median revenue growth, posting a 202 percent gain over the 2006-2009 measuring period. More than half of these companies are based in Maryland, Virginia, and Washington, D.C. The fastest-growing sector by median revenue growth was Real Estate, now just a tiny group of 38 young, small companies, which showed 231 percent median growth over the period. (There were 121 Real Estate firms on the inaugural Inc. 5000 in 2007.) Business Products & Services is the top industry by number of companies on the list (640) and total revenue ($80.7 billion), while Health is the biggest by total employment (287,726 jobs).
Despite the fact that most of this year’s measuring period of 2006-2009 took place during the latest recession, aggregate revenue among the companies on the list actually increased to $321.6 billion, up more than 50 percent from last year. The effects of the recession are seen, however, in the median three-year growth rate, which dropped to 96 percent from last year’s 126 percent. This year’s Inc. 5000 employ a record 1.4 million people, up from one million on last year’s list. With unemployment remaining stubbornly high, policymakers and business leaders will do well to look to the Inc. 5000 companies for fresh ideas on achieving growth and creating jobs.
Methodology
The 2010 Inc. 500|5000 is ranked according to percentage revenue growth when comparing 2006 to 2009. To qualify, companies must have been founded and generating revenue by June 30, 2006. Additionally, they had to be based in the United States, privately held, for profit, and independent-not subsidiaries or divisions of other companies-as of December 31, 2009. (Since then, a number of companies on the list have gone public or been acquired.) The minimum revenue required for 2006 is $80,000; the minimum for 2009 is $2 million. As always, Inc. reserves the right to decline applicants for subjective reasons.The top 10 percent of companies on the list constitute the Inc. 500, now in its 29th year.
About Inc. Magazine
Founded in 1979 and acquired in 2005 by Mansueto Ventures LLC, Inc. (www.inc.com) is the only major business magazine dedicated exclusively to owners and managers of growing private companies that delivers real solutions for today’s innovative company builders. With a total paid circulation of 712,961, Inc. provides hands-on tools and market-tested strategies for managing people, finances, sales, marketing, and technology. Visit us online at Inc.com.
3 years of Excellence
Category : Awards
Call Experts, of Charleston, SC has been honored with the exclusive 2010 Award of Excellence for the third consecutive year. The award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s Trade Association for providers of call centre services including telephone answering and message delivery. Call Experts was presented with the award recently at the CAM-X 46th Annual Convention and Trade Show held at the Hard Rock Hotel & Casino, Las Vegas, NV.
Independent judges are contracted by CAM-X to evaluate message services throughout Canada over a six-month period. The criteria for scoring include courtesy, response time, accuracy and overall service to their clients. If the company scores 80% or better in ALL categories, they are presented with the coveted Award of Excellence. The program is now in its 21st year.
“Participation in the AOE helps create a focus on service quality that runs levels deep throughout an organization and not just during the program period, but each and every day of the year. This translates into satisfied customers and allows everyone, at all levels, to take pride in their personal participation as well as in the company as a whole. And in a service industry, nothing builds employee confidence more than positive feedback from satisfied customers.” says CAM-X President Gary Blair. “We congratulate Call Experts for their achievements.”
