4 Smiles Service Features That Remove Risk At Every Stage

15-Aug-2020
4 Smiles Service Features That Remove Risk At Every Stage

At Smiles On Demand, we understand that starting out on your outsourcing journey might feel a little daunting at first.

After all, you are trusting a third-party with your business, right?

We get it.

Our 4 Core Service Features

That’s why at the heart of everything we offer at Smiles you’ll find our 4 core service features.

All of which have been designed and implemented to remove risk at every stage, ensure high-quality output, and to get you and your business the best possible results!

1. Understanding Operations Management & Supervision

First up is understanding how our operations management and supervision works…

When you choose Smiles we offer full management of your outsourced teams including the HR, Ops Management, physical space, IT, connectivity, and the oversight required to deliver consistent service.

In the free training period, we offer we also include our Operations Managers…

Why?

Because this immediately gives them insight into what they need to implement and oversee from the get-go, so you and your team can hit the ground running.

smiles service features

Initially, we do require a basic training manual which can be used in the early stages of our work together.

Over time, we will add our own lessons learned manual to set your team on a path of perpetual growth and improvement.

Regular calibrations meetings and 24/7 support mean we’re always optimizing performance and productivity for your long-term success.

Once your team is up-and-running, Smiles’ Operations Managers will oversee service delivery and safeguard your standards.

While you will be in touch and have direct access to your team, the Operations Team will become your point of contact for operational, technical or personnel issues including:

  • Attendance
  • Performance
  • Service quality
  • New recruitment and training

You’ll constantly be aware of how your team is working – and we’ll resolve any potential issues in record time.

2. Understanding Quality Assurance

Unfortunately, not all BPOs were created equal…

As a result, quality assurance is one of the main concerns put to us in the initial conversations with potential clients.

At Smiles, not only do we train and manage your direct teams but we have assurance, compliance, and statistic teams in place too to monitor Smiles employee’s work and output.

Additionally, included in your hourly price, our one-of-a-kind Smiles Performance Bonus program, keeping employees motivated with the chance to earn up to 30% on top of their basic salary through good attendance, client satisfaction, and policy adherence.

compliance monitoring

Standards and metrics can be agreed with Smiles Operations prior to the commencement of work.

At Smiles we offer career opportunities to anyone who is driven to deliver!

Our existing tools, strong infrastructure, and talent pool enable us to rapidly deploy effective teams with diligent ongoing management to guarantee the highest standards at any scale.

3. Understanding Compliance Monitoring

At Smiles, we’re dedicated to the best data security – that’s why our compliance team monitors every employee to keep them compliant with your policies and any non-disclosure agreements.

Also, to minimize the risk of data leaks or theft, our Information Security strategy crosses both with technical security and policy adherence.

smiles service features

This includes things such as:

  • Employee contracts include a zero-tolerance policy on mishandling data
  • USB ports on agent workstations are restricted
  • Printer access is disabled unless expressly requested and required
  • Agents may not bring mobile devices into the office
  • Our offices include 24/7 CCTV
  • All data is stored centrally in a secure room
  • Internet use can be restricted as required
  • Our offices are strictly employee only with on-site security and shift managers
  • Agents access systems with secure credentials and enforced password complexity/rotation
  • Agents must provide a police clearance and have 2 professional references

4. Understanding Relievers

Uniquely, we will also provide relief agents who will be fully trained alongside your dedicated agents – dramatically reducing your risk and guaranteeing consistent availability.

For every ten members of your team, we provide one trained reliever.

If you have less than 10 employees, your relievers will be shared with other teams.

smiles service features

These agents will be regularly involved with your account to maintain their expertise, but only become chargeable if they step in to replace one of your usual agents in the event of:

  • Vacation
  • Illness
  • Resignation

With expert agents ready at a moment’s notice, there are no unexpected costs or gaps in productivity.

Just an always-available team delivering the standard of service you require.

Relievers can also be used to supplement existing capacity.

For example, you can schedule a reliever to join the team for a few days during busy times, or for one-off projects that need additional resources or support.

Let’s Get Down to Business

To discuss our unique Smiles service features in greater depth schedule a call with our CEO, Graham Innes today.

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