Weird Business Idea

A Conversation With TeleDirect’s Chris Gibson

In any industry, reliable service is the first step toward achieving exceptional customer service. TeleDirect, one of the leading business process outsourcing (BPO) providers, knows all about the challenges of solving multiple problems across multiple commerce platforms. Financial services, insurance, contact center management, telecommunications – whatever the industry, TeleDirect’s unique combination of wide-ranging services and focused, practical solutions delivers bottom-line boosting results.

We asked TeleDirect associate Chris Gibson what makes TeleDirect tick, and he was able to shed some light on one of the fastest-growing BPO companies in the country.

TeleDirect is the fastest-growing BPO companies in the US and is constantly growing — What has enabled TeleDirect’s success?

You see, we’re a client-centric organization with a major focus on capturing our customers’ needs and aspirations.” That’s how things have always been at TeleDirect since we were a small answering service. And perhaps, this is what has enabled us to climb the ladders and become one of the leading BPO firms in the United States.

How does TeleDirect customize its business solutions for a diverse client base?

It all starts with personal communication. In order to know our customers, we immerse our team in their daily operational habits. We ask questions and then ask more questions. We research our customers’ market share – how they fit it, where they’ve been, and where they’re going. It’s a painstaking process, but TeleDirect’s targeted BPO services can only succeed with a sound understanding of our customers’ particular needs – both today and tomorrow.

We understand the importance of the complete customer experience, and that’s a core value within our organization.

How do you lay the foundation for a productive, collaborative relationship?

For us, it’s a strategic process, involving four different aspects, or rather phases.

Firstly, we focus on capturing customer feedback through surveys using our own internal tools. Although we do not utilize NPS or VOC applications, our feedback mechanisms produce valuable insights.

Secondly, after capturing these key insights, we analyze the received feedback to draft and deliver clear and actionable action plans. In the next step, we identify any problem areas and immediately take corrective action to the CSR for immediate implementation.

This is followed by constant monitoring, which helps us track improvement and identify trends. Through our proactive Quality Assurance Team, we identify who is responsive to our feedback and uncover immediate strengths and deficiencies.

This proven process was developed and refined as TeleDirect expanded its operational capability. We gained invaluable insight into our clients’ needs by looking at our own journey over the past quarter-century. We realized the importance of establishing a personal connection with each of our employees, and this enabled us to likewise develop and foster the same type of business relationships with each of our clients.

What do you think will continue fueling growth at TeleDirect?

With considerable experience – TeleDirect now has more than 50 years’ worth of proven results – and a knowledgeable staff, we’re able to offer rapid, responsive, and ultra-reliable business solutions for financial clients, call centers, healthcare companies, reservation services, and more.

Our mission statement reflects our passion for customer service – for TeleDirect, it’s all about the “Moment of Truth.” With a positive first impression, we convey a confident message that lets our customers know we’re capable and committed to the task at hand.

To further reassure our clients, TeleDirect is an ISO 27001:2013 Information Security certified organization. Regular audits and relentless self-monitoring help ensure ourselves and our customers that TeleDirect takes information security seriously. In November 2016, our company underwent a rigorous external audit by an independent firm, and our protocols and procedures passed with flying colors; we had zero nonconformities across more than 130 security controls.

Security. Streamlined BPO solutions. Stringent quality standards. And always striving to achieve a perfect “Moment of Truth” with each and every customer – that’s the TeleDirect way.

“People, Processes and Technology” define TeleDirect’s mission to provide reliable, affordable business process outsourcing (BPO) services to clients from a diverse range of industries and business applications. Some of TeleDirect’s specialized capabilities include answering and reservation services, business development processes, consulting and more. The company’s rapid growth is the result of customer-oriented outcomes, robust technological prowess, and proven business solutions.

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