Delivering Ever Better Service to Our Clients and Their Customers

Telerx encourages process improvement as a means to deliver ever better service to our clients and their customers. We have established an Operational Excellence Department (OED) to maintain oversight and provide real-time management across all operational functions. The OED reflects our passion about the customer experience as the team works across sites to create and implement scalable, efficient, and effective core processes to drive operational optimization and maintain our cost-effective environment. At the program level, the OED partners with call floor managers to help them make the best use of scheduling tools, maximize CSR utilization, and develop and monitor key performance indicators for their teams. Telerx employs the following practices to ensure consistent behaviors and results across all sites and programs:

• The OED team uses Lean Sigma business management strategies to both reduce waste and address problem-causing variations in existing processes.
• Contact Handling Efficiency Analysis (CHEA) is a proprietary process that assesses the efficiency of people, processes, and systems to determine realistic call handle times and identify opportunities to improve efficiency.
• Telerx has been awarded ISO9001:2008 certification. All of Telerx's North American contact center locations were ISO qualified by the same independent quality assurance certification organization. The certification process has helped us to refine our documentation and procedures for continuous improvement and is an important milestone in our quality efforts.

To learn more how we can deliver better service to you, contact us at solutions@Telerx.com or call 1.800.2TELERX.