Based on Outsourcing means finding someone to deal with the very business, and business partner. Ideally, it should contract with a consultant or a company has a vision similar to yours and solid work ethic.
Success in business depends heavily on finding the right outsourcing company, and for this you must:
• Identify clearly what your core competencies. Knows the strengths and weaknesses you have.
• Clearly define your objectives and action plans for the future.
• develop a proposal to outsource setting goals and your needs. Clearly defines the details of the project, expectations, schedules and budgets.
• Are in-depth research on outsourcing companies to find those that meet your needs. Instead, you can hire a consultant to search.
• Search for the party that can offer a lot of talent. Flexibility in operations is essential.
• an interview at least 3-4 organizations. Make calls and completed projects. There is no doubt to meet the key personnel to measure skills. The discovery of our technological know-how.
• Do you have to study the cost-effectiveness, and how the company can identify and meet your requirements. Whether its infrastructure and training in line with yours. Must be compatible with the systems. Should be mandated to address the impact of increased flexibility, and the difference in productivity and time management, which is the time it takes to reach the market and its impact on competition.
• a comprehensive study of non-financial costs and benefits of outsourcing.
• Check with local chambers of commerce such as the California Chamber of Commerce www.calchamber.com or other associations that focus on human resources such as the Society of Human Resources in Sacramento www.sahra.org.
• Before making a selection for the final selection if the outsourcing company or vendor is trustworthy, and know what kind of security measures they use, and check the reputation of the company the market, and determine in no uncertain terms if they are qualified.
• to seek answers to: Is it a stable and sound financial terms, what is their philosophy of customer service, what is the status of the service, and who are the customers and their current status, is to assess the transparent, or that there are errors, it is limited or it can be expanded side-by- side with your growth, is there a plan for implementation, and mechanisms to recover from disasters, they can provide?
• Make sure that the contacts will be smooth and comfortable, and if there are cultural differences between you and the seller. If so, you will be able to bridge the gap.
The cornerstone of outsourcing is good and perfect is the company that will improve your performance, you are a partner in plant growth and talent in technology, and share your views and contribute to positive.
Interviews with companies. After choosing the one discussed in detail the terms of the contract. Be sure to protect your interests well. It takes trust and cooperation, communication, and chemistry to make the outsourcing successful.
Saturday, August 18, 2012
10 resolutions important part in the discovery of E-2
MIS Magazine / September / October 2007 - Today s ี explosion of electronic data, together with the amendments in December 2006 the Federal Rules of Civil Procedure (FRCP) on the information stored electronically (ESI), and requires professional information and expand their knowledge of legal in the management of electronic records. Recent amendments to FRCP include:
* Definitions and safe haven for routine changes of electronic files during routine operations such as backups [amendment of Article 37 (f)]
* Information on how to deal with data that can not be reasonably accessible [amended Article 26 (b) (2) (b)]
* How to deal with confidential documents inadvertently produced [amendment to article 26 (b) (5)]
* ESI preservation responsibilities and the pre-trial conferences. [Amended Article 26 (f)]
* Required for the production of electronic files [amended rules 33 (d), 34.26 (f) (3), 34 (b) (c)]
There are many views on how they should be planned for the ESI Oadartha, organization, storage and retrieval. Some options are very expensive in terms of financial obligations and the time required. Ever-changing technologies only add to the confusion. One area of confusion is the distinction between computer forensics and electronic discovery, and there is a big difference. As described in the forensic computer Sidebar for Electronic Discovery.
Make the right choices
Respond successfully to electronic discovery within the constraints of the amended FRCP requires organizations to take many critical decisions that will affect the collection and processing of ESI.
Treatment options
Due to the volume of information available, and even in smaller groups, and it becomes necessary to manage the process to control the time and budget. We must ask the following questions:
1. Who are the key people?
Must be identified persons of interest in the case. These key people include not only managers but also assistants and other support staff in IT sales, accounting, marketing, operations and human resources departments.
2. Where are the files?
We must identify all potential sites of electronic evidence. This includes home computers and all computers will use the key person in another place (such as a girlfriend or a friend ี home), mobile phones and PDAs, Blackberry, and other digital devices that can be used. It is important to note that it can also MP3 players such as iPods, can be used to store documents or files.
3. How can I collect slaughtered?
May be ways to reduce the number of files that have been collected and includes a range where the date or those that contain specific words or just specific conditions. This can be done this before or after the collection is the entire hard disk of Forensic Medicine. It can filter files, also known as limit the collection by removing standard application files common to all computers (such as a logo file Microsoft Windows จ).
4. How files should be treated password-protected/encrypted?
Encrypted files can not be processed until you break the encryption. In some cases, you can get the exact names of files or the like without the use of passwords or encryption. You may site may also provide information on the decryptions provide a value. And decryption can be a waste of time. In some cases, can receive a password simply by asking for it, what should be the first step. If it fails, you can use call to be successful.
5. How should be repeated and are dealt with semi-duplicate records?
Groups of electronic files almost always include duplicates. Perhaps many people have the same e-mail with the same extensions. May be considered two or more persons to key documents, save them on your hard drive during the process. In the treatment of electronic collections, it is possible to accurately identify duplicate files, and reduce the number of documents that need to be reviewed.
Determine the exact frequencies and usually occurs during the phase in which they are identified on the metadata extracted from the files. De dupe, the collection does not delay treatment.
Deduplication is a standard to determine which files are identical copies and completely eliminate them. If something has changed in the document, including coordination like a change in policy, it is no longer exact duplicate and not de-dupe.
It is imperative that both sides of the case to reach an agreement on what constitutes า deduplication. ำ many electronic discovery of deleted files so they are literally left the group. The legal tools used in the implementation of the law, however, generally does not remove the duplicate, but simply to identify them for future use.
Discuss this definition during pre-trial conference to make sure that all aspects of the case, and use the same definition must be ensured that there was no difference in the number of files that each party in a later time.
Will be a larger part of any group า near duplicate. ำ This includes files that have been modified significantly or contain only a portion of the main document. For some projects, and the size of one file duplicates requires a document, can be identified and analyzed as a group. This significantly reduces the time and costs of screening compared with traditional linear review.
Identify duplicates, compared to close to each document to any other document or using the advanced software applications that need more processing time. This technology increases the cohesion of the review categories, reducing the risk of near duplicate documents that considered all of the privileges and the disadvantaged.
6. How should the collection?
The new rules provide that the parties will meet and determine the form in which they wish to obtain electronic evidence. In the absence of agreement, and which form the า usually in the form of reservation or ำ า ำ usable reasonably.
Selection of a particular legal team if both sides prefer to have electronic evidence in native file format, and convert them into TIF or PDF, or in another form. In many cases, this will depend on the team ี review benchmark system of litigation.
These systems manage both local files and convert them, with or without associated metadata and the full text. There are advantages and disadvantages to both options. Extract the original files with metadata reflect the exact file the original, but can not be named Bates, who is a technique for marking documents with the identification code is unique as it is to deal with them, and are subject to change by unintentionally.
Convert the original files to TIF or PDF is an important and time-consuming, which is the most expensive electronic discovery. Since the announcement can not be 60 to 80 percent of the files in the collection is acceptable or not relevant, both the time and money spent in turning negatives to be productive.
The best compromise includes receiving files in native format, review of their importance, and choose only those that can be produced or used on a large scale to convert the image format.
Manage large amounts of electronic files for litigation preparedness requires planning for the production, organization and retrieval of information, and documents relevant and useful and cost management of budgets and time both. Because each case presents exceptional circumstances, there is no correct answers to the questions above absolute. But the team that understands the consequences of their choice, and is ready to make informed decisions that will lead to the best possible outcomes to this issue and the organization.
* Definitions and safe haven for routine changes of electronic files during routine operations such as backups [amendment of Article 37 (f)]
* Information on how to deal with data that can not be reasonably accessible [amended Article 26 (b) (2) (b)]
* How to deal with confidential documents inadvertently produced [amendment to article 26 (b) (5)]
* ESI preservation responsibilities and the pre-trial conferences. [Amended Article 26 (f)]
* Required for the production of electronic files [amended rules 33 (d), 34.26 (f) (3), 34 (b) (c)]
There are many views on how they should be planned for the ESI Oadartha, organization, storage and retrieval. Some options are very expensive in terms of financial obligations and the time required. Ever-changing technologies only add to the confusion. One area of confusion is the distinction between computer forensics and electronic discovery, and there is a big difference. As described in the forensic computer Sidebar for Electronic Discovery.
Make the right choices
Respond successfully to electronic discovery within the constraints of the amended FRCP requires organizations to take many critical decisions that will affect the collection and processing of ESI.
Treatment options
Due to the volume of information available, and even in smaller groups, and it becomes necessary to manage the process to control the time and budget. We must ask the following questions:
1. Who are the key people?
Must be identified persons of interest in the case. These key people include not only managers but also assistants and other support staff in IT sales, accounting, marketing, operations and human resources departments.
2. Where are the files?
We must identify all potential sites of electronic evidence. This includes home computers and all computers will use the key person in another place (such as a girlfriend or a friend ี home), mobile phones and PDAs, Blackberry, and other digital devices that can be used. It is important to note that it can also MP3 players such as iPods, can be used to store documents or files.
3. How can I collect slaughtered?
May be ways to reduce the number of files that have been collected and includes a range where the date or those that contain specific words or just specific conditions. This can be done this before or after the collection is the entire hard disk of Forensic Medicine. It can filter files, also known as limit the collection by removing standard application files common to all computers (such as a logo file Microsoft Windows จ).
4. How files should be treated password-protected/encrypted?
Encrypted files can not be processed until you break the encryption. In some cases, you can get the exact names of files or the like without the use of passwords or encryption. You may site may also provide information on the decryptions provide a value. And decryption can be a waste of time. In some cases, can receive a password simply by asking for it, what should be the first step. If it fails, you can use call to be successful.
5. How should be repeated and are dealt with semi-duplicate records?
Groups of electronic files almost always include duplicates. Perhaps many people have the same e-mail with the same extensions. May be considered two or more persons to key documents, save them on your hard drive during the process. In the treatment of electronic collections, it is possible to accurately identify duplicate files, and reduce the number of documents that need to be reviewed.
Determine the exact frequencies and usually occurs during the phase in which they are identified on the metadata extracted from the files. De dupe, the collection does not delay treatment.
Deduplication is a standard to determine which files are identical copies and completely eliminate them. If something has changed in the document, including coordination like a change in policy, it is no longer exact duplicate and not de-dupe.
It is imperative that both sides of the case to reach an agreement on what constitutes า deduplication. ำ many electronic discovery of deleted files so they are literally left the group. The legal tools used in the implementation of the law, however, generally does not remove the duplicate, but simply to identify them for future use.
Discuss this definition during pre-trial conference to make sure that all aspects of the case, and use the same definition must be ensured that there was no difference in the number of files that each party in a later time.
Will be a larger part of any group า near duplicate. ำ This includes files that have been modified significantly or contain only a portion of the main document. For some projects, and the size of one file duplicates requires a document, can be identified and analyzed as a group. This significantly reduces the time and costs of screening compared with traditional linear review.
Identify duplicates, compared to close to each document to any other document or using the advanced software applications that need more processing time. This technology increases the cohesion of the review categories, reducing the risk of near duplicate documents that considered all of the privileges and the disadvantaged.
6. How should the collection?
The new rules provide that the parties will meet and determine the form in which they wish to obtain electronic evidence. In the absence of agreement, and which form the า usually in the form of reservation or ำ า ำ usable reasonably.
Selection of a particular legal team if both sides prefer to have electronic evidence in native file format, and convert them into TIF or PDF, or in another form. In many cases, this will depend on the team ี review benchmark system of litigation.
These systems manage both local files and convert them, with or without associated metadata and the full text. There are advantages and disadvantages to both options. Extract the original files with metadata reflect the exact file the original, but can not be named Bates, who is a technique for marking documents with the identification code is unique as it is to deal with them, and are subject to change by unintentionally.
Convert the original files to TIF or PDF is an important and time-consuming, which is the most expensive electronic discovery. Since the announcement can not be 60 to 80 percent of the files in the collection is acceptable or not relevant, both the time and money spent in turning negatives to be productive.
The best compromise includes receiving files in native format, review of their importance, and choose only those that can be produced or used on a large scale to convert the image format.
Manage large amounts of electronic files for litigation preparedness requires planning for the production, organization and retrieval of information, and documents relevant and useful and cost management of budgets and time both. Because each case presents exceptional circumstances, there is no correct answers to the questions above absolute. But the team that understands the consequences of their choice, and is ready to make informed decisions that will lead to the best possible outcomes to this issue and the organization.
10 resolutions critical to the discovery of the success of E-1
MIS Magazine / September / October 2007 - an explosion of electronic data today, and the amendments in December 2006, the Federal Rules of Civil Procedure (FRCP) on electronically stored information (ESI), requires information and legal professionals to broaden their knowledge of dealing with the discovery of electronic commerce. Recent changes to the FRCP include:
* Definitions and Safe Harbor for some routine changes of electronic files during routine operations such as backups [amended Article 37 (f)]
* Information on how to deal with data that can not be reasonably available [amended Article 26 (b) (2) (b)]
* How to deal with the unintentional production of separate hardware [amended Article 26 (b) (5)]
* ESI preservation responsibilities and pre-trial conference. [Amended section 26 (f)]
* Requests for production of electronic files [Amendment of Articles 33 (d), 34.26 (f) (3), 34 (b) (c)]
There are many opinions on how they should be provided for the ESI Oadartha, organization, storage and retrieval. Some of the options available are very expensive in terms of financial obligations and time required. Ever-changing technologies only add to the confusion. One area of confusion is the distinction between computer forensics and electronic discovery, and there is a big difference. They are described in the sidebar computer forensics electronic discovery.
Make the right choices
Successfully respond to e-discovery within the amended FRCP requires organizations to make many crucial decisions that will affect the collection and processing of ESI.
Recovery decisions
The following questions need immediate answers:
1. You can e-mail is a part of this project? If so, is key for anyone to maintain a website email account, in addition to their company accounts?
The volume of transactions for e-mail providers and prohibits the storage of large amounts of large files mail. Many ISPs email account, such as America Online, BellSouth, and Comcast, to maintain their e-mail to register within 30 days. If the case is likely to require exploration of email accounts, internet, the discovery team must promptly request records, or perhaps gone forever. This usually requires a call. In rare cases, perhaps the discovery of parts of the Internet a legitimate email from the hard drive of the individual.
2. You may discover that there is no illegal activity a chance?
Many cases involving errors electronic data detection. This could be a case involving a member of the department or employee of a high degree of technology. In these cases, the institution may first inclination is to terminate the employee (s), and determine the extent of damage before informing agencies of law enforcement.
That may be exactly the right thing to do. If the fault by someone non-technical, there is a chance that he or she is the only person who knows how to access files, find the problem, or fix it. This is often the person who knows the passwords for critical applications. Technical Officer normally has the ability to work and access company files remotely. Unless the removal of such access before the end of the employee, it is possible that the dismissed employee or disgruntled that can access the network and that great damage.
The best solution is to limit the privileges of employee access to the full, both local and remote. Then the employee must be informed of knowledge management in this situation, and give an opportunity for cooperation in order to limit the damage. If the situation involves criminal matters, especially if has been set, medical, financial records, and a good decision is to involve law enforcement as soon as possible. E-criminals disappear in many cases, the destruction of all evidence of their activities.
3. Is it possible to delete files or hidden can play an important role in this case?
There are three methods for the collection of electronic files for discovery:
* ะ legitimate as shown in the sidebar
½ legally ะ using the methods of non-validation and application to capture files
* Is there a legitimate use of a simple cut and paste the copy methods to transfer copies of files from one place to another. These methods do not include files to ensure that the fragmentation of files have not changed, which involves the use of hashing algorithm to create a mathematical fingerprint of one or more files that will change if you make a change in the group.
For some questions, and content of electronic documents is all that matters. ะ files in the context that created them, and how they are stored, and how it was viewed, if it was modified or deleted ะ are not important.
In other cases, background information, including the search for deleted files, is vital and requires the collection of forensic evidence. This includes the
* Ensure the legal authority to research data
* Series documenting nursery
* Create a copy of the legal use of forensic tools to validate the establishment of records of retail
* Use an iterative process, to study and analyze data
* The establishment of a scientific report the results of any
Must determine the value of the collection of legal electronic file must be done before all data is captured. Once used and the methods of semi-or illegal, it is impossible to return to their country of origin of the documents.
4. And backup tapes is part of an active group?
Some cases on historical questions, which makes the method of dealing with computer backups are important to address immediately.
Most companies use a rotation schedule for backup media. For example, in the rotation for four weeks, and are daily backups for a week and then take these tapes (or drives) off-site storage. And used a new set of media in the weeks on the site of the second and third, and fourth, then these tapes are stored in the 3. In the fifth week, and reuse tapes or discs of the first week. This process is done for financial reasons, because it is very profitable.
Backup tapes have become part of the information that must be kept under active litigation. This requires the table to stop any rotation, and the amendments to the FRCP in 2006, making it crucial for the legal team for the transfer of this information to the staff responsible for business continuity technology.
* Definitions and Safe Harbor for some routine changes of electronic files during routine operations such as backups [amended Article 37 (f)]
* Information on how to deal with data that can not be reasonably available [amended Article 26 (b) (2) (b)]
* How to deal with the unintentional production of separate hardware [amended Article 26 (b) (5)]
* ESI preservation responsibilities and pre-trial conference. [Amended section 26 (f)]
* Requests for production of electronic files [Amendment of Articles 33 (d), 34.26 (f) (3), 34 (b) (c)]
There are many opinions on how they should be provided for the ESI Oadartha, organization, storage and retrieval. Some of the options available are very expensive in terms of financial obligations and time required. Ever-changing technologies only add to the confusion. One area of confusion is the distinction between computer forensics and electronic discovery, and there is a big difference. They are described in the sidebar computer forensics electronic discovery.
Make the right choices
Successfully respond to e-discovery within the amended FRCP requires organizations to make many crucial decisions that will affect the collection and processing of ESI.
Recovery decisions
The following questions need immediate answers:
1. You can e-mail is a part of this project? If so, is key for anyone to maintain a website email account, in addition to their company accounts?
The volume of transactions for e-mail providers and prohibits the storage of large amounts of large files mail. Many ISPs email account, such as America Online, BellSouth, and Comcast, to maintain their e-mail to register within 30 days. If the case is likely to require exploration of email accounts, internet, the discovery team must promptly request records, or perhaps gone forever. This usually requires a call. In rare cases, perhaps the discovery of parts of the Internet a legitimate email from the hard drive of the individual.
2. You may discover that there is no illegal activity a chance?
Many cases involving errors electronic data detection. This could be a case involving a member of the department or employee of a high degree of technology. In these cases, the institution may first inclination is to terminate the employee (s), and determine the extent of damage before informing agencies of law enforcement.
That may be exactly the right thing to do. If the fault by someone non-technical, there is a chance that he or she is the only person who knows how to access files, find the problem, or fix it. This is often the person who knows the passwords for critical applications. Technical Officer normally has the ability to work and access company files remotely. Unless the removal of such access before the end of the employee, it is possible that the dismissed employee or disgruntled that can access the network and that great damage.
The best solution is to limit the privileges of employee access to the full, both local and remote. Then the employee must be informed of knowledge management in this situation, and give an opportunity for cooperation in order to limit the damage. If the situation involves criminal matters, especially if has been set, medical, financial records, and a good decision is to involve law enforcement as soon as possible. E-criminals disappear in many cases, the destruction of all evidence of their activities.
3. Is it possible to delete files or hidden can play an important role in this case?
There are three methods for the collection of electronic files for discovery:
* ะ legitimate as shown in the sidebar
½ legally ะ using the methods of non-validation and application to capture files
* Is there a legitimate use of a simple cut and paste the copy methods to transfer copies of files from one place to another. These methods do not include files to ensure that the fragmentation of files have not changed, which involves the use of hashing algorithm to create a mathematical fingerprint of one or more files that will change if you make a change in the group.
For some questions, and content of electronic documents is all that matters. ะ files in the context that created them, and how they are stored, and how it was viewed, if it was modified or deleted ะ are not important.
In other cases, background information, including the search for deleted files, is vital and requires the collection of forensic evidence. This includes the
* Ensure the legal authority to research data
* Series documenting nursery
* Create a copy of the legal use of forensic tools to validate the establishment of records of retail
* Use an iterative process, to study and analyze data
* The establishment of a scientific report the results of any
Must determine the value of the collection of legal electronic file must be done before all data is captured. Once used and the methods of semi-or illegal, it is impossible to return to their country of origin of the documents.
4. And backup tapes is part of an active group?
Some cases on historical questions, which makes the method of dealing with computer backups are important to address immediately.
Most companies use a rotation schedule for backup media. For example, in the rotation for four weeks, and are daily backups for a week and then take these tapes (or drives) off-site storage. And used a new set of media in the weeks on the site of the second and third, and fourth, then these tapes are stored in the 3. In the fifth week, and reuse tapes or discs of the first week. This process is done for financial reasons, because it is very profitable.
Backup tapes have become part of the information that must be kept under active litigation. This requires the table to stop any rotation, and the amendments to the FRCP in 2006, making it crucial for the legal team for the transfer of this information to the staff responsible for business continuity technology.
9 Steps to Call Center Training
Recording mode of the appeal is, in my opinion, one of the best methods to calls for supervision of staff and ensure the quality of the phone. Here is a plan calls for 9 steps to effective training of agents and call centers:
1. Randomly record telephone calls for 2-3. Important opportunity to register. Do not save three calls back to back or on the same day and your employee can have a bad day, which may be reflected in all the calls for this afternoon, but not necessarily a reflection of the performance model.
2. Review of the calls and the strengths and opportunities of correspondence. Before meeting with your employees, and listen to the calls and note what they did well and identify opportunities to improve performance 1-2.
3. Play the tape and leave your employee to listen. During playback of the tape, do not need to be answered.
4. Ask your employee to meet the band. After I played the tape, ask your employee to respond. And most of the staff will be also self-criticism. And your employee are likely to notice many opportunities to improve and difficulty in expressing what they have done well.
5. Coach of the call. Use the "sandwich" approach. Tell you what is the employee / Well done, followed by constructive feedback, and end with positive feedback. Provide constructive feedback, in the same room for improvement. He noted the employee is likely, and said that prospects for improvement of several so it is not necessary to make the attempt once again to remind one thin g the employee did not raise and provide constructive feedback.
6. Obtain a commitment to improve performance. Ask the employee, "What specific measures do you take during the next 5 days for improvement in this area?" Write what states and frequency of staff. Summarize the session by reminding the force and provide a vote of confidence that they can improve in the area that have been identified.
7. Repeat the steps from 2-6 with the second year and possibly third if necessary. The point of saving many, is that the employee may respond to a defense stating that it was just a "bad" call. If this is the answer, and you can choose to look at the second or third division.
8. Then before the training session and the next agent. Check with your employee in between training sessions to maintain the high commitment of the mind. You can touch base with employee e-mail or personal conversation.
9. Discuss improvements in the training session ahead. Before listening to the calls of the course the next, and ask your employees how to move toward the goal of the last session. Improve research on the calls that were reviewed in this session.
This call center 9 - Under-step training model is simple, clear and he pays tribute to two of the staff and provide support for opportunities for improvement.
When you follow this process in 9 steps, and will set clear expectations for performance, coach effectively and continuously, at the same time, you will motivate your employees.
1. Randomly record telephone calls for 2-3. Important opportunity to register. Do not save three calls back to back or on the same day and your employee can have a bad day, which may be reflected in all the calls for this afternoon, but not necessarily a reflection of the performance model.
2. Review of the calls and the strengths and opportunities of correspondence. Before meeting with your employees, and listen to the calls and note what they did well and identify opportunities to improve performance 1-2.
3. Play the tape and leave your employee to listen. During playback of the tape, do not need to be answered.
4. Ask your employee to meet the band. After I played the tape, ask your employee to respond. And most of the staff will be also self-criticism. And your employee are likely to notice many opportunities to improve and difficulty in expressing what they have done well.
5. Coach of the call. Use the "sandwich" approach. Tell you what is the employee / Well done, followed by constructive feedback, and end with positive feedback. Provide constructive feedback, in the same room for improvement. He noted the employee is likely, and said that prospects for improvement of several so it is not necessary to make the attempt once again to remind one thin g the employee did not raise and provide constructive feedback.
6. Obtain a commitment to improve performance. Ask the employee, "What specific measures do you take during the next 5 days for improvement in this area?" Write what states and frequency of staff. Summarize the session by reminding the force and provide a vote of confidence that they can improve in the area that have been identified.
7. Repeat the steps from 2-6 with the second year and possibly third if necessary. The point of saving many, is that the employee may respond to a defense stating that it was just a "bad" call. If this is the answer, and you can choose to look at the second or third division.
8. Then before the training session and the next agent. Check with your employee in between training sessions to maintain the high commitment of the mind. You can touch base with employee e-mail or personal conversation.
9. Discuss improvements in the training session ahead. Before listening to the calls of the course the next, and ask your employees how to move toward the goal of the last session. Improve research on the calls that were reviewed in this session.
This call center 9 - Under-step training model is simple, clear and he pays tribute to two of the staff and provide support for opportunities for improvement.
When you follow this process in 9 steps, and will set clear expectations for performance, coach effectively and continuously, at the same time, you will motivate your employees.
Customer service, sales tips
Here are seven WOW ® tactical growth of companies to increase their market share, you can now deploy:
1. © 01/12/50 rule - the first part of each month (and therefore the number 1), and consistently in every month (and therefore the number 12), and identify more index number of the population of 50 (and therefore the number of 50) major customers or clients in emerging countries and to provide value-added communications.
2. ESignature online - try adding the line to your car standard signature e-mail updates on the products or services provided to all users of the exchange of your contact. This also serves as a solid backbone to ensure that customers receive notices advertising the due dates, and the product or service, job changes and cancellations, etc..
3. eAuto answering - consider adding to your standard e-mail auto-reply (if you do not exercise consistently, and participation, especially when you are away from receiving e-mail) updates on products or services provided to all users of the exchange of your contact. It is also a great way to promote and advertise to those people who are beginning to send e-mail traffic to you first, as you can now immediately bounce a message to them.
4. Messages hotel - all are aware that in most hotels seem to have at least one piece of paper and envelopes in the desk drawer. Review of the handwritten note "FEWS vital" Three for something more than your mind and value for them.
5. "Call" maintenance - make sure you did not leave a call to get the most out of the 30 days of hearing or seeing who you are. Regular plan for communications and / or "thank you" events to draw from them the means to further enhance the services provided by them.
6. Newsletter - Design high-impact, rich content of the news value of the impression to your customers base (vital few), and send them regularly as a means of enriching the market value of POPE. Then, gentle communication product / service from you to them at the end of each newsletter. And this car can be distributed to customers as attachments, reports, bill stuffers, contracts, and comments on the proposals and general correspondence of professionals to contact customer service and sales teams alike. This could be a source of basic 12.01.50 © campaign.
7. Fax Alerts - Consideration of a fax blast on Friday afternoon to your customers with any products or services that may affect the bottom line, and send announcements and press releases, etc. If these names is to contact in your database, and customers or contacts you have established relationship with the previous menu and / or relationship with which they want to offer you connections, readiness or fax explosion is intelligent, and rapid communications, economic and acceptable. Instead, if you do not have this relationship or authorization can then be seen in the explosion of fax as spam and illegal in many communities, business growth is not directed!
Dissemination of these strategies, field tested and proven now and watch your business thrive.
1. © 01/12/50 rule - the first part of each month (and therefore the number 1), and consistently in every month (and therefore the number 12), and identify more index number of the population of 50 (and therefore the number of 50) major customers or clients in emerging countries and to provide value-added communications.
2. ESignature online - try adding the line to your car standard signature e-mail updates on the products or services provided to all users of the exchange of your contact. This also serves as a solid backbone to ensure that customers receive notices advertising the due dates, and the product or service, job changes and cancellations, etc..
3. eAuto answering - consider adding to your standard e-mail auto-reply (if you do not exercise consistently, and participation, especially when you are away from receiving e-mail) updates on products or services provided to all users of the exchange of your contact. It is also a great way to promote and advertise to those people who are beginning to send e-mail traffic to you first, as you can now immediately bounce a message to them.
4. Messages hotel - all are aware that in most hotels seem to have at least one piece of paper and envelopes in the desk drawer. Review of the handwritten note "FEWS vital" Three for something more than your mind and value for them.
5. "Call" maintenance - make sure you did not leave a call to get the most out of the 30 days of hearing or seeing who you are. Regular plan for communications and / or "thank you" events to draw from them the means to further enhance the services provided by them.
6. Newsletter - Design high-impact, rich content of the news value of the impression to your customers base (vital few), and send them regularly as a means of enriching the market value of POPE. Then, gentle communication product / service from you to them at the end of each newsletter. And this car can be distributed to customers as attachments, reports, bill stuffers, contracts, and comments on the proposals and general correspondence of professionals to contact customer service and sales teams alike. This could be a source of basic 12.01.50 © campaign.
7. Fax Alerts - Consideration of a fax blast on Friday afternoon to your customers with any products or services that may affect the bottom line, and send announcements and press releases, etc. If these names is to contact in your database, and customers or contacts you have established relationship with the previous menu and / or relationship with which they want to offer you connections, readiness or fax explosion is intelligent, and rapid communications, economic and acceptable. Instead, if you do not have this relationship or authorization can then be seen in the explosion of fax as spam and illegal in many communities, business growth is not directed!
Dissemination of these strategies, field tested and proven now and watch your business thrive.
6 Tips to keep your cool when customers get hot
1. Be assertive - not aggressive or negative. My definition of confirmation is simple: "Say what you hear, what you say, does not mean that when you say that." Let that rule guide you in all your conversations with customers, and will always be confident, cool and control, and will always be professional.2. Speak more slowly. You will be amazed at how much more clearly you can think of and the extent of control and trust experience when you consciously slow down your rate of speech. Speak slowly and methodically emotional when players are running, but will maintain balance during difficult talks.
3. Wait 1-2 seconds before responding. And can respond immediately to customers difficult or tactics will you say something you regret later. Before you answer, take a deep breath, wait 2 seconds, and I think that the best answer and the best approach.
4. Take a break. When you feel pushed your buttons again, take a break. You can tell your client you need to be put on hold while you look at the files, or any other excuse sounds good at the time. The goal is to get customers for a few seconds so you can re-group.
5. Use positive self-talk. I am going to sound like Dr. Phil on this one, but I'm very serious. Instead of saying to yourself: "I do not I paid enough to put this ____." Say something more positive, such as "this guy really need to help me." Think more positive for you to help them respond more positively and professionally. Negative thoughts lead to negative words, and escape to the case of very negative.
6. Show your strength before using it. In many cases, a suggestion of hidden "power" is your more effective than the simple use of energy. As a customer service professional may be able to end the phone call. You can tell your client: "If you do not stop crying, I'm going to end this call," but, believe it or not, you're much more "robust" if you say: "I want to help, but when they scream and cut off me, you make it hard for me to work with you. "This last phrase shows your strength and your message is certainly happening, and the statement made earlier by the use of both you and your ammunition is not generally publish an angry client.
These simple tips are incredible position you to keep your cool when customers get hot!
3. Wait 1-2 seconds before responding. And can respond immediately to customers difficult or tactics will you say something you regret later. Before you answer, take a deep breath, wait 2 seconds, and I think that the best answer and the best approach.
4. Take a break. When you feel pushed your buttons again, take a break. You can tell your client you need to be put on hold while you look at the files, or any other excuse sounds good at the time. The goal is to get customers for a few seconds so you can re-group.
5. Use positive self-talk. I am going to sound like Dr. Phil on this one, but I'm very serious. Instead of saying to yourself: "I do not I paid enough to put this ____." Say something more positive, such as "this guy really need to help me." Think more positive for you to help them respond more positively and professionally. Negative thoughts lead to negative words, and escape to the case of very negative.
6. Show your strength before using it. In many cases, a suggestion of hidden "power" is your more effective than the simple use of energy. As a customer service professional may be able to end the phone call. You can tell your client: "If you do not stop crying, I'm going to end this call," but, believe it or not, you're much more "robust" if you say: "I want to help, but when they scream and cut off me, you make it hard for me to work with you. "This last phrase shows your strength and your message is certainly happening, and the statement made earlier by the use of both you and your ammunition is not generally publish an angry client.
These simple tips are incredible position you to keep your cool when customers get hot!
5 things not to do with dissatisfied customers
A few months ago, I had a small kitchen fire in my house. Everything is fine now, but for a few days my family and I camped in the hotel room and when we got home we did not have an oven (was destroyed in the fire) so we were forced to eat every meal for several days.
He said on the day of the shooting of two representatives from the insurance company to me: "Hold on to receipts for meals, and send it to us, we will cover meals and more sales tax." After the contractors was renovated my house and we moved back, I was getting ready to mail in my receipts for reimbursement of meals, and I gave my setup a quick call before dropping the envelope in the mail receipts. And explained that it was a payment of 50% of the meals and not 100%. If the partial amendment of sense for me, and I remembered clearly two representatives from the company promising to "cover meals and sales taxes."
And became put my defensive and sarcastic in two words to him and the tone, "No one in this whole project would have told you, we cover 100% of the meals. Our policy is to cover 50% because you could have eaten, and even if the fire did not happen."
I am angry. Now it is no longer the case, it is in principle. What have I done? Collected all the facts that supported my case, made the opening argument in the office of the company in a calm and systematic way, and eventually delivered a brief summary of my testimony and a firm and close the deal --- walks away with 100% of the meals.
Lesson here: if the officer does and says the right things during my conversation first phone, the company was able to solve this problem with a simple explanation and an apology. Instead, pay them nearly $ 200 more than what they had, and was to spend 10 minutes listening to me.
I played this scenario countless times expensive every day in all parts of the service sector because employees do not know how to communicate with angry customers with diplomacy and tact and the way that creates peace and good will.
In my case, the officer was insurance, said: "What we are trying to explain is that your policy covers 50% of your meals tax, more sales. Could have been you at meals, even if he did not know that the shooting of regret. We trying to minimize your inconvenience through the loss of your expenses through and beyond the normal meals. that is logical? I am very sorry for any inconvenience this may have caused the misunderstanding. "
This approach certainly makes sense and you probably have accepted the policy of 50%. Instead, inspired by the position of the officer claims from me and I was determined to accept anything but the full amount. Wrong approach to a client already upset not only stronger results are often the most profitable in the community to be much higher. I do not want you to pay a dollar more than you need at all to help you manage costs better, I'll give you 5 things not to do with the customers happy.
1. Do not tell a customer they are wrong. Tell your client, it is wrong to raise the opposition and make the client wants to fight with you. It is difficult, even in cases the most appropriate to change the minds of the people. So why make your job more difficult, starting on the right foot.
2. Do not disagree with a customer. You can never win an argument with your customers. Certainly you can prove your point of view, and have until the last word, you may even be right, but as far as change in the mind of your customer is concerned, you'll be probably useless just as if I am wrong.
3. Does not speak with the authoritative tone, as if you need to prove the customer wrong. Even when the client is wrong, this is not an appropriate response, because it will make the customer on defense.
4. We do not say: "I do not doubt that we will not do that." Instead of trying to, "Tell me about it."
5. Do not be afraid to apologize. Apology, even when the client is at fault. Apology not accepted error. Can be provided for the expression of regret. For example, "I am very sorry for any inconvenience this misunderstanding may have caused."
Never forget the problematic cases of this issue is not the case. How can this issue be addressed is the question.
He said on the day of the shooting of two representatives from the insurance company to me: "Hold on to receipts for meals, and send it to us, we will cover meals and more sales tax." After the contractors was renovated my house and we moved back, I was getting ready to mail in my receipts for reimbursement of meals, and I gave my setup a quick call before dropping the envelope in the mail receipts. And explained that it was a payment of 50% of the meals and not 100%. If the partial amendment of sense for me, and I remembered clearly two representatives from the company promising to "cover meals and sales taxes."
And became put my defensive and sarcastic in two words to him and the tone, "No one in this whole project would have told you, we cover 100% of the meals. Our policy is to cover 50% because you could have eaten, and even if the fire did not happen."
I am angry. Now it is no longer the case, it is in principle. What have I done? Collected all the facts that supported my case, made the opening argument in the office of the company in a calm and systematic way, and eventually delivered a brief summary of my testimony and a firm and close the deal --- walks away with 100% of the meals.
Lesson here: if the officer does and says the right things during my conversation first phone, the company was able to solve this problem with a simple explanation and an apology. Instead, pay them nearly $ 200 more than what they had, and was to spend 10 minutes listening to me.
I played this scenario countless times expensive every day in all parts of the service sector because employees do not know how to communicate with angry customers with diplomacy and tact and the way that creates peace and good will.
In my case, the officer was insurance, said: "What we are trying to explain is that your policy covers 50% of your meals tax, more sales. Could have been you at meals, even if he did not know that the shooting of regret. We trying to minimize your inconvenience through the loss of your expenses through and beyond the normal meals. that is logical? I am very sorry for any inconvenience this may have caused the misunderstanding. "
This approach certainly makes sense and you probably have accepted the policy of 50%. Instead, inspired by the position of the officer claims from me and I was determined to accept anything but the full amount. Wrong approach to a client already upset not only stronger results are often the most profitable in the community to be much higher. I do not want you to pay a dollar more than you need at all to help you manage costs better, I'll give you 5 things not to do with the customers happy.
1. Do not tell a customer they are wrong. Tell your client, it is wrong to raise the opposition and make the client wants to fight with you. It is difficult, even in cases the most appropriate to change the minds of the people. So why make your job more difficult, starting on the right foot.
2. Do not disagree with a customer. You can never win an argument with your customers. Certainly you can prove your point of view, and have until the last word, you may even be right, but as far as change in the mind of your customer is concerned, you'll be probably useless just as if I am wrong.
3. Does not speak with the authoritative tone, as if you need to prove the customer wrong. Even when the client is wrong, this is not an appropriate response, because it will make the customer on defense.
4. We do not say: "I do not doubt that we will not do that." Instead of trying to, "Tell me about it."
5. Do not be afraid to apologize. Apology, even when the client is at fault. Apology not accepted error. Can be provided for the expression of regret. For example, "I am very sorry for any inconvenience this misunderstanding may have caused."
Never forget the problematic cases of this issue is not the case. How can this issue be addressed is the question.
5 tips for dealing with the client simple wicked
If you have been in business very long, you've probably heard it all! You know, the angry customer, who will prosecute the 19 dollar product, which they claim is false, what happens to "close his business" because it evokes in their minds that you have entered the political Your privacy, or those who are guaranteed a full restore of your own money. My favorite has to be one that calls and screams vulgarities into the phone for some reason does not appear.
It does not happen often, but if you are going to be in business, and run across some nut cases from time to time. Some can spread, and some can not. It's just the way things work in business.
There are some simple techniques to deal with angry customers without burning it and you an ulcer without telling them you hope they cancer and die!
Here are some tips that may help you ...
1. Do not take it personal
One thing that almost all nasty customers have in common. I tried to attack you on a personal level. Name calling is not unusual. When you take it personally, you're likely to get into an altercation with the client, which solves nothing and is based only make things worse. In an attempt to calm the situation - the angry killing so kindly mentioned. If this does not work, ask them to contact you again after they have calmed down, and we are ready to talk to a reasonable extent. Refused to speak with a customer in the state of anger. You do not have to put up with abuse ever.
2. Do not overdo the "customer is always right" concept
In the field of training and customer service will always hear that the customer is always right. If this is true to some extent, sometimes they are just completely wrong. You should always try to accommodate clients within reasonable limits, but do not allow the notion of going too far.
3. Know that it is not always a problem you
Sometimes people just have a bad day and you are looking for someone to blame. Customer and hateful, and ugly is often one of those people. If you listen to the cries, and delirium, then respond kindly telling them you understand their frustration, and you want to work with them to reach a decision, and spread in many cases, anger and discover some rational human being underneath.
4. Do not fall for tricks fear of protest
In customer service entrepreneurs tend to do anything to avoid potential damage of a threat, even if it means losing money or giving in to unreasonable demands. When you are exposed, and to examine the validity of this threat. Do you really think this is going to pay thousands of dollars in legal fees to sue you on a low dollar transaction? Probably not. Again, do what you can accommodate within reason but do not yield to threats were unfounded.
5. Be prepared to make a decision whether the customer relationship is worth collecting
You may have heard that a happy customer, one person said about your business while dissatisfied customers tell 10 or more. There is no doubt that word of mouth is better or worse than the exposure of your business. This is the basis of the concept of "customer is always right." Of course, it is best to save the customer relationship if you can, but again, do it within reason.
It does not happen often, but if you are going to be in business, and run across some nut cases from time to time. Some can spread, and some can not. It's just the way things work in business.
There are some simple techniques to deal with angry customers without burning it and you an ulcer without telling them you hope they cancer and die!
Here are some tips that may help you ...
1. Do not take it personal
One thing that almost all nasty customers have in common. I tried to attack you on a personal level. Name calling is not unusual. When you take it personally, you're likely to get into an altercation with the client, which solves nothing and is based only make things worse. In an attempt to calm the situation - the angry killing so kindly mentioned. If this does not work, ask them to contact you again after they have calmed down, and we are ready to talk to a reasonable extent. Refused to speak with a customer in the state of anger. You do not have to put up with abuse ever.
2. Do not overdo the "customer is always right" concept
In the field of training and customer service will always hear that the customer is always right. If this is true to some extent, sometimes they are just completely wrong. You should always try to accommodate clients within reasonable limits, but do not allow the notion of going too far.
3. Know that it is not always a problem you
Sometimes people just have a bad day and you are looking for someone to blame. Customer and hateful, and ugly is often one of those people. If you listen to the cries, and delirium, then respond kindly telling them you understand their frustration, and you want to work with them to reach a decision, and spread in many cases, anger and discover some rational human being underneath.
4. Do not fall for tricks fear of protest
In customer service entrepreneurs tend to do anything to avoid potential damage of a threat, even if it means losing money or giving in to unreasonable demands. When you are exposed, and to examine the validity of this threat. Do you really think this is going to pay thousands of dollars in legal fees to sue you on a low dollar transaction? Probably not. Again, do what you can accommodate within reason but do not yield to threats were unfounded.
5. Be prepared to make a decision whether the customer relationship is worth collecting
You may have heard that a happy customer, one person said about your business while dissatisfied customers tell 10 or more. There is no doubt that word of mouth is better or worse than the exposure of your business. This is the basis of the concept of "customer is always right." Of course, it is best to save the customer relationship if you can, but again, do it within reason.
Create a script call center
Early in my career, creative, and volunteered as a radio station in Dege the night of the college. I loved playing music and interact with listeners, Insomniac, but I got a kick from reading the real news. I would tear copy straight off the printer and wireless service if you're lucky I had a producer turn that raw stream of text information that I read into the microphone. Text was divided into reasonable sentences that are designed to facilitate the delivery of over the air. I did when my product did not show a shift away from my country, I myself will be the page, insert a temporary, and the emphasis on words and phrases in the sentences you want to highlight. If I can not be understood to AM signals are weak and vague, and after that point with five minutes on the top of the hour to bring the news? I had fun and learned to "talk" again. Every time you make a living language of the day, I use the same techniques I learned in minutes, while "on air" sign flashing above the studio. I or my speech on the occasion of the passage of the text that I read it because I know that the impact. If I lose my breath in the middle of a sentence, then it is too long. If the last word in the government abandoned the inaudible, and I lost my letter. If you stumble on an unfamiliar word or name, Republican is losing confidence in my letter.
Live telephone operators who work in call centers and answering services need to help himself to the needs of all the speakers live. It is the job of call center operator to deliver the client's business image to the appellant, which begins with the first seconds of the phone call. The needs of many small business owners do not exceed representatives to answer their lines with the "Company XYZ, Can I help you?" And to improvise the rest of the conversation to get the information requirements of customers, when customers improve their accounts on services is more complex, it is important to create a script that works both for the company for the signing of this service, the operator reading the script, and the client. Sales representative more than willing to help you create the best scenario to meet all your sales or inquiries.
Create a script call center begins with "answer phrase" and the same principles continue through the entire process of creating a logical scenario. H ere are some things it is important to keep in mind when creating your script:
• Avoid tongue twisters. Greetings to you also make it easy to pronounce as possible. "Doctor Perkowicz Peoria Plastic Surgery Plaza" is not easy to say, even for the speaker in English. Make sure your operators know how to pronounce every part of the response of private judgment, and the rest of the words in your script. Keep sentences short and avoid repetition of consonants that seem strange on the phone or might lead the operator to stutter.
• Go Global. Can be for "good morning / evening" Salute to work certain companies, but not all of them. If your company deals across time zones, consider using a simple "hello Company XYZ," to your customer at the other end of the world.
• humanize greet you. You have a friend or a trusted neutral client to listen to greet you, especially if it is a long introductory message of more than a sentence or two sentences. Do you look like a recording? If you give this impression to the caller, it may be the person at the other end of the line to hang just because they want to speak with a live person, not a machine. Keep all parts of memory your script and give the operator relays a message of your time to breathe and look like a live person when you create the script.
• Less is more. There is the temptation to try to pack all your business information in the call center script, including the provision of a working copy of the list of frequently asked questions (FAQ) or to the extent that it can quickly scan the file and answer 99.9% of the questions your callers. However, this skill requires practice and training of the operator and patience on the part of the student. A long pause to search for information, in addition to the cost of call minutes and frustrating experience for the operator and the student alike. In full training is available through most call centers, if your budget allows. If this resource is not an option for you, and limits the information available to operators in some facts about the product or service, and let them know that it is okay to ask people if a person is a law can come back section calling them and answer their questions in depth.
• test. Call your account weekly and test to make sure that operators follow your instructions, and manage your own scripts the way you expect, and able to easily access the information they need to respond to your calls. After the honeymoon period with a new account, operators often grow lax and shorten your script, or improvise beyond the call of duty. And this can adversely affect your business. Be sure to follow your call center to make sure it serves your needs.
• the disk, and disk again. Review your script from time to time and see if it is always oriented. In the end, should your scenario lead to the sale, and request an appointment to get the information or other communications from the desktop. Check your call logs and any statistics sales representative provides you with on a monthly basis. If you notice a trend downward in the results, and work with your sales representative to change your script.
These suggestions are just beginning to create a script and appealed successfully from the center of your organization. Will work with your sales representative and listen to their suggestions, add your own, do your research on the market and your script will be a success. Clear communication starts with clear instructions from you, and the voices are clear about the end to answer the telephone lines. And your call center work with you to ensure to meet all your needs beyond your expectations.
Live telephone operators who work in call centers and answering services need to help himself to the needs of all the speakers live. It is the job of call center operator to deliver the client's business image to the appellant, which begins with the first seconds of the phone call. The needs of many small business owners do not exceed representatives to answer their lines with the "Company XYZ, Can I help you?" And to improvise the rest of the conversation to get the information requirements of customers, when customers improve their accounts on services is more complex, it is important to create a script that works both for the company for the signing of this service, the operator reading the script, and the client. Sales representative more than willing to help you create the best scenario to meet all your sales or inquiries.
Create a script call center begins with "answer phrase" and the same principles continue through the entire process of creating a logical scenario. H ere are some things it is important to keep in mind when creating your script:
• Avoid tongue twisters. Greetings to you also make it easy to pronounce as possible. "Doctor Perkowicz Peoria Plastic Surgery Plaza" is not easy to say, even for the speaker in English. Make sure your operators know how to pronounce every part of the response of private judgment, and the rest of the words in your script. Keep sentences short and avoid repetition of consonants that seem strange on the phone or might lead the operator to stutter.
• Go Global. Can be for "good morning / evening" Salute to work certain companies, but not all of them. If your company deals across time zones, consider using a simple "hello Company XYZ," to your customer at the other end of the world.
• humanize greet you. You have a friend or a trusted neutral client to listen to greet you, especially if it is a long introductory message of more than a sentence or two sentences. Do you look like a recording? If you give this impression to the caller, it may be the person at the other end of the line to hang just because they want to speak with a live person, not a machine. Keep all parts of memory your script and give the operator relays a message of your time to breathe and look like a live person when you create the script.
• Less is more. There is the temptation to try to pack all your business information in the call center script, including the provision of a working copy of the list of frequently asked questions (FAQ) or to the extent that it can quickly scan the file and answer 99.9% of the questions your callers. However, this skill requires practice and training of the operator and patience on the part of the student. A long pause to search for information, in addition to the cost of call minutes and frustrating experience for the operator and the student alike. In full training is available through most call centers, if your budget allows. If this resource is not an option for you, and limits the information available to operators in some facts about the product or service, and let them know that it is okay to ask people if a person is a law can come back section calling them and answer their questions in depth.
• test. Call your account weekly and test to make sure that operators follow your instructions, and manage your own scripts the way you expect, and able to easily access the information they need to respond to your calls. After the honeymoon period with a new account, operators often grow lax and shorten your script, or improvise beyond the call of duty. And this can adversely affect your business. Be sure to follow your call center to make sure it serves your needs.
• the disk, and disk again. Review your script from time to time and see if it is always oriented. In the end, should your scenario lead to the sale, and request an appointment to get the information or other communications from the desktop. Check your call logs and any statistics sales representative provides you with on a monthly basis. If you notice a trend downward in the results, and work with your sales representative to change your script.
These suggestions are just beginning to create a script and appealed successfully from the center of your organization. Will work with your sales representative and listen to their suggestions, add your own, do your research on the market and your script will be a success. Clear communication starts with clear instructions from you, and the voices are clear about the end to answer the telephone lines. And your call center work with you to ensure to meet all your needs beyond your expectations.
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