Process

IRT employs a proven and effective process for call center management. We start by engaging our clients in Joint Application Development Sessions. These pre-planning meetings are designed to bring all key stakeholders responsible for launching the call center activities. A key part of this is the knowledge transfer or business process mapping that helps provide a road map for implementation. By understanding how things are done, we can help identify areas to improve efficiencies in the call center environment.

We create a dedicated, proactive group of call center experts who maintain constant focus on the client's program, customers and the desired outcomes that are important to their business. The single point of contact for the client is the Program Manager, the proactive manager of the business relationship, who has the authority to immediately address any and all items related to their program. Within the IRT organization, the Program Manager is the client, and advocates for the client within the Operations team.

As part of our service delivery, we believe constant communication is necessary to maintain the rhythm and pace of the call center. Our client communication strategy involves daily contact with the client counterpart, weekly calibration, quarterly business reviews and internal operational reviews. This approach ensures all parties are in alignment in regards to the state of the program.