FAQs

An Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes the call to the appropriate
Example:

· Thank you for calling ABC Pizza.
· If you are calling about a previously placed order, please press 2
· If you are calling about a new order, please press 3
· If you would like the store hours, please press 4
· And if you would like to speak with a manger please press 5

We can set the IVR up any way you wish

Directed Inward Numbers (DID’s) are virtual numbers that allow you to route calls to our call centers.
Example:

· Customer calls your store’s main phone number to place an order
· The call is transferred to the calls Center’s DID by your phone provider
· The customer is directed to our IVR
· If they are calling about an order, when they press the appropriate number, the call will be transferred to our call center
· If it is an employee, driver, vendor etc.… the call will be transferred to the store once the caller presses the appropriate action

PCI DSS (Payment Card Industry Data Security Standard) was created in 2004. PCI DSS (or PCI for short) developed industry standards for providers and merchants to make sure that cardholder data was being protected when stored and transmitted.
Vision Group is a PCI Certified Call Center. Learn more about PCI compliance at this website: https://www.pcisecuritystandards.org/ All Call Agents must use their key card to enter the building and pass through security. Once in the building they must go to their lockers and lock everything up including their cell phones.
Prior to keying themselves onto the call center floor, they must go through security again. There are no pens, pencils, writing utensils of any kind. There is no Paper (including on a water bottle), cell phones cameras or recording devices. Call agents are unable to access the internet or any email through our computer system.
Besides many managers, team leads and trainers walking around the room, we also have a security guard that walks the floor along with a security guard that monitors the CCTV cameras that cover the entire floor.
Our call centers are randomly audited quarterly to ensure full PCI compliance.

Yes Vision Group is Compliant with CCPA.
The California Consumer Privacy Act is a statewide data privacy law that regulates how businesses all over the world are allowed to handle the personal information of California residents.
Who exactly is covered by CCPA? CCPA essentially applies to any entity doing business in California that collects, shares, or sells California consumers’ personal data, and:

• Has annual gross revenues in excess of $25 million; or
• Possesses the personal information of 50,000 or more consumers, households, or devices; or
• Earns more than half of its annual revenue from selling consumers’ personal information.

Our call agents have one job that is to provide outstanding customer service.
Every call is taken in a quite office setting and answered by a friendly professional call agent.
Each call agent has been trained for over 2 weeks before they take one call.
All calls are monitored and recorded for quality and training purposes.

By Centralizing all calls into one location, Vision Group is able to provide a cost-effective solution that includes recruiting, hiring, training and managing a dedicate group of call agents assigned specifically to your campaign.
Our Clients have noticed that they have been able to reduce the total weekly labor hours depending on a business / store’s call volume from 15-50 hours per week.
In addition, Vision Group charges a flat fee. There are no set up fees, no additional charges such as FICA, FUTA, SUTA, Worker’s Compensation, Payroll Fees, benefits or paid time off.

Anytime a customer makes a complaint it is very important to look into that interaction and determine what happened. Vision Group urge’s its customer to call the dedicated Help Desk with any customer complaints.
Our Quality Assurance team will pull the call, review the call and email their finding along with the call recording for client review.
Over 95% of calls that are pulled due to a customer complaint are actually great phone calls. We do not mind providing these calls because in most cases the owner/manager lets us know what a great job we are doing.
That being said, we are human, and we do make mistakes. When we do make a mistake, we make sure to pull that call agent off the phone, play the recording and ask the call agent what they could have done better. If the trainer determines that the call agent requires more training. That call agent will not take any more calls until the issue is resolved.
3 Strike rule – Call agents are only allowed three strikes before they removed from a campaign.
When a call agent receives a strike, it prevents them from being promoted and obtaining a raise. For this reason, all call agents try to stick to Standard Operating Procedures and protocols so they can rise up the ranks and become an expert call agent.

Yes, you are able to request any call recording. We simply need the Phone number of the customer, the day of the call and an approximate time.
Owners/managers can request the recording by emailing or calling the Help Desk.

Our site is located in El Salvador, Central America.  All of our call agents speak native English with most call agents born and raised in the United States before moving back home to live with their family. Each of our call agents are college educated and have over 3 years of call center experience. Nonetheless, you have full control of call agents and can request for any call agent to be removed from your account.

We only hire the best agents to fit your campaign. Each Call agent must possess the requirements listed below. We have a large pool of college educated applicants available. We only hire telemarketers and customer support assistants who are right for this job and have great customer service experience. All of the applicants we screen will have the following basic skills: ✔    4-year accredited university degree ✔    Fluent English language skills, neutral accent ✔    At least 1-year call center experience ✔    At least 1-year outbound sales experience That being said, our call agents go through 5-10 days of training before taking any phone calls for Vision Group.  Before they start on day one, they are required to memorize your call script. Trainees are quizzed and tested every day and put on the spot for Role Playing at any given time. They are required to learn our phone systems, your call script, they spend time learning the art of upselling. They spend two days shadowing expert call agents, to see how calls should be handled.  They listen to 8 hours of calls a day and watch how calls are entered into the system. On the final day of training, they listen to expert call agents take calls, but they enter any required information onto any CRM system as the expert agent supervises the process. Only about 75% of call agents make it through our training process.

Our call agents are heavily managed and well supervised. Team Leads – every 15 call agents are assigned a team lead.  The team lead sits with their team and is there to help and manage those 15 call agents. Floor Supervisors - every 5 team leads report to one Floor Supervisor.  He/She manages the overall performance of teams reporting to him, sets their work schedules and coordinates with Training, WFM & QA to run operations. Quality Assurance Team - the Quality assurance team sits and operates away from the Call Agents & Teams but listens to live calls and recorded calls to make sure all call agents are adhering to all Standard Operating Procedures and protocols, including sticking to the script, upselling on every call, etc. Processes like Calibration, Call Evaluation Accuracy and QA of QA are implemented to ensure unbiased, just & accurate QA evaluation. Trainers - We have two sets of trainers.  We have 3 trainers assigned to working with new call agents, and then we have one trainer assigned to every floor supervisor and work with experience call agents.  The trainers that work on the call center floor are constantly sitting with and listening to call agents calls, providing constructive criticism and providing helpful hints.  In addition, the trainers conduct a 20-minute session before every shift to go over new SOP’s, point out any issues that keep happening, play phone calls that QA flagged as issues and address those calls.  Also play perfect calls and give praise when it is deserved. Campaign Manager– The campaign Manager over sees the entire chains management team and call agents.  All the Team lead, floor supervisors, Quality Assurance Team and Training team reports to the campaign Manager.

All call agents are heavily motivated to succeed.  In addition to daily competitions and bonuses, call agents are also urged to move up the chain.  90% of positions are fill from within and through promotions. Trainee- Once a call agent graduates from training they are still considered a trainee for 30 days.  After 30 days a call agent is eligible for a promotion if they have not had any write ups and two managers recommend them for a promotion. Level 3 Agent– If promoted to a level 3 call agent the call agent receives recognition along with a raise.  After 30 days these call agents are eligible for another promotion as long as they have not received any write ups and have been recommended by 2 managers. Level 2 Agent- If promoted to this level, the call agent receives recognition along with a raise.  After 90 days, these call agents are eligible for another promotion as long as they have not received any write ups and have been recommended by 2 managers. Expert Agent- These are the cream of the crop, the very best call agents.  Most call agents do not reach this level during the first 6months.  These call agent assist in the training process and often time have other call agents sit in and shadow their calls.  When we are looking for Team leads, this is where our management team looks first.

Vision Group provides its clients with an online portal which allow you to review all statistics based on:

• Individual campaigns or Individual agents
• Days, weeks, months or years

The entire call log for each campaign is provided weekly.  This report includes:

1. Time stamp of all calls by date and time
2. Break down on total calls
3. Average Wait Time
4. Average Handle Time
5. Total Handle Time
6. Break down of calls by Disposition
7. Total Amount of Sales / Appointments
8. Total Upsells

We are also able to customize reports as required.

Vision Group uses Bill.com to Auto draft your account every Two Weeks