The Jay Group has been one of the industry’s leading Contact Center companies for over 45 years. We pride ourselves on continuously providing best in class support to our clients and their customers. We do this by continuously investing in our people, our processes, and our technology. By making sure that we stay on the leading edge, we know we can provide the courteous and professional support both that our clients and customers expect.
A staff of proficient and well-trained customer service agents is the backbone of any quality contact center. Both of our contact centers are 100% domestic and staffed by highly skilled and professional agents. We aim to attract the right individuals for our contact center, while finding the right representatives from within the organization for each of our programs. More so than just finding the right talent, we strive to make them long-term members of our organization. Our attrition rates are better than the industry average, and the average tenure of our agents is 5 years.
While the men and women that make up our contact center are invaluable, the processes we put in place ensure that each of our clients receive the absolute highest level of quality on each and every interaction. Our training and development staff collaborates with our clients at the onset of each program to develop a comprehensive training program for our agents. Our representatives become a seamless extension of each brand through this detailed training process. After the initial training sessions prior to interacting with customers, our agents continue to receive training and coaching from our staff through classroom sessions, monitoring sessions, as well as through our online knowledge base. This online portal ensures that each agent has the most up to date information for their programs at their fingertips. Additionally, our Workforce Management staff continuously monitors call patterns and call volumes to make sure we are providing the optimal and most cost-effective workforce for our clients.
Our continuous investment in technology, paired with our processes and people, enables us to stay on the forefront of the customer service industry. Having an infrastructure such as ours allows us to look for new ways to provide outstanding customer service and cost-savings for our clients. Both of our facilities are backed by an OC-3 Sonet Ring and Siemens switching platform and software. Moreover, we utilize the Verint Impact360 suite for our workforce management and quality monitoring activities. Through collaboration with our own internal IT staff, we have also developed a variety of proprietary tools, such as our own CRM module, email management platform, and escalation pathing platform.
The Jay Group’s commitment to our people, processes, and technology ensures we continue to stay on the cutting edge of the Contact Center industry, and our clients to receive the absolute highest levels of customer support.