Outbound & Inbound Calling

We have 100 stations available in our Gainesville, FL location capable of generating up to 300,000 outbound calls per day and handling 45,000 inbound calls.  Moreover, our longtime partners have over 10,000 additional telephones available to us.  All programs are managed in the same manner, with on-site and remote monitoring capabilities.

Since our customer contact messages are generally designed to be two-way interactive conversations, we have developed an extensive Quality Assurance program that ensures the best possible delivery and response for our clients' programs. Our supervisor to Telephone Service Representative (TSR) ratio ranges from 1:6 up to 1:12, depending on the program requirements. Managing this ratio is important to our success, but so is maintaining a high quality call center performance.

We provide remote and onsite client monitoring capabilities.  Our dialer system allows us to listen and observe calls in progress by viewing a TSR or TSR’s computer screen from a remote location to ensure quality communication and proper coding of responses.

Every TSR is monitored three times during each shift for accuracy, message delivery and customer service approach.  Calls are also monitored by TCG Management to ensure the effectiveness of the messages being delivered and to hear the conversations first hand.  All TSR’s are aware that they may be monitored at any time during their shift by either management or by our clients.

In addition, a trained quality assurance representative fully evaluates and scores every TSR with respect to their introduction statement, voice quality, commentary and scripting ability, and closing.  A supervisor reviews the completed evaluations with the TSR’s on a daily basis to ensure maximum quality.

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