Operations: Staffing Models

Premiere Response offers a variety of staffing models, customized to meet your needs:

Dedicated Staffing

Staff is dedicated solely to your program. The team of subject matter experts will embrace your culture and products to the point where they become an extension of your company. The team manager is your single point of contact. Team managers are assigned based on their industry experience and backgrounds. They are the connection to your program, your team, and your customers.

Shared Staffing

Representatives share their time between multiple programs, normally limited to 2 or 3. This staffing model is a cost effective solution for clients with smaller programs. Representatives in our shared groups are experts in a specific industry category, such as food/beverage or cosmetics.

Co-Sourced Solutions

Our dedicated representatives are an extension of your internal call center group, sharing contacts. Calls and email are handled concurrently between your internal contact center and your external team at one of our locations.

Co-sourcing extends your capacity to manage:

• seasonal spikes in volume
• specific call types
• escalations
• representatives with specific skills
• a potential crisis

Program Management

At Premiere Response, we keep it simple – one point of contact. Your Program Manager is your day-to-day connection to your program.

The Program Manager is directly responsible for your team and the quality of your program. He or she will make you aware of any emerging issues and will provide you with reporting and analysis. He or she is responsible for making sure that the right people are hired and fully certified to interact with your customers. The Program Manager is responsible for identifying process improvement opportunities and for engaging internal Premiere Response resources to support your changing program needs.

Some programs, typically those with 8 or more team members, also have Team Leaders to support the daily management of the team. Team Leaders provide an initial level of support for representatives, handle escalated customer issues, and ensure the team is current with program updates and other essential communicatons. Team Leaders work with Program Managers to support workforce management, ongoing training, and to ensure the quality of all consumer communications and data.

We conduct monthly program status meetings and quarterly business reviews with our clients. The top management of Premiere Response is involved in these meetings to ensure we are meeting and exceeding client expectations. We use these meetings as opportunities to review essential program information including key performance indicators and the customer experience. Program reviews often generate ideas for process improvements and efficiencies.