Customer Service Representatives

You may only get one chance to create a customer relationship. That’s why LYNX Services carefully selects compassionate, career-driven individuals for our call center services. We hire based on personality and skill set, with an extensive interview process and background checks.

Having low employee turnover rates at our call centers allows us to invest in rigorous coaching. In addition, we staff to meet the needs of your Spanish-speaking customers.

Initial Training:

• A combination of technology and a teacher-led, customized program for certification including:
  • Written exams
  • Side-by-side monitoring and evaluations
• Representatives gain an understanding of client-specific scripts and processes
• Training to reinforce soft skills, including active listening, empathy and other key customer service qualities

Ongoing Monitoring:

• Process consistency:
• Data accuracy
• Ability to adapt to various situations
• Adhering to client requirements
• Empathy and etiquette
• Customer Satisfaction Index survey
• 100% face-to-face feedback

We improve our customer service representatives’ performance by listening to and evaluating calls together. This not only builds rapport, but also provides them with valuable experience. All calls are recorded and accessible to you — so you can observe how our customer service representatives care for your customers.