Inbound and Outbound Contact Center

• Our Incoming Call capacity can meet any size customer.

• Our call center agents are highly trained to meet your specific needs.

• We can service English, French and Spanish language customers.

• Our goal is to serve your customers or repair centers in a fast and professional manner for a one call resolution.

• Our call center features Cisco's VOIP (Voice Over Internet Protocol) Technology Phone System, which is quickly becoming an industry standard.

Training

Our call center agents are required to complete three 40 hour work weeks of intensive training through a comprehensive program which is designed to educate and develop both new and current employees in customer service, product knowledge, policy & procedure and sales techniques.  This thriving program is resulting highly trained and skilled agents that are able to provide you with more profitable results.  To ensure training knowledge transfers to the work environment, Fox International employs the latest methods in product training:

• Lectures

• Job Simulation

• Group Work

• Role Playing

• On-The-Job Training

Employees are consistently monitored, recorded and evaluated to ensure constant progress and development, which includes daily individual reports and feedback so our agents can better understand their performance.  Continuous learning is always promoted through re-education when new products or policies arise.

Employees are equipped with all the necessary materials as well as the latest in projection technology.  These resources are kept up-to-date to guarantee that an accurate and thorough product knowledge is attained.  Employees at Fox International have access to a wide variety of reference materials such as FAQ's and our manufacturers Quick Reference materials.  All new product lines are integrated into our systems and made available through a corporate intranet allowing order agents photos, common troubleshooting and product information right at their fingertips when it is required.

Quality Skills Assessment

We have also instituted a Quality Skills Assessment program in order to ensure quality standards are being met not only in terms of customer service guidelines when speaking to customers, but also to ensure that all information gathered from the call concerning customer and product information is accurate. 

The Quality Skills Assessment program has been designed and modified in order to establish a system of measuring, monitoring and tracking customer satisfaction where:

• Improvements can be tracked.

• Decisions are made based on tangible data, not merely a "gut feeling".

• Cross-functional team involvement.

• Focus on the process which creates an avenue for customer concerns to be heard and acted upon.

Quality Management Systems

In addition to our QSA program, we are in the process of providing a Quality Management System (QMS) under the guidelines of the ISO: 9001 procedures for document retention and control.  Each policy and procedure from warranty replacements to product quality issues will be outlined and available to each Customer Service Representative on their desktop.  Our goal is to replace paper binders and notebooks which constantly need updated with an online solution where everyone works from the same controlled set of instructions and policies in order to prevent your customers from being given conflicting information if they must call back, which of course will trigger further contacts.