Contact Center
Consumer Affairs Services
Service Provider Network
Technology
At work in our contact centers: caring professionals employing state-of-the-art technologies working hand in hand with a network of top performing Service Providers to deliver Customer Satisfaction Index (CSI) scores that continually rank in the top 96th percentile. Every year, “Best of the best” awards are won for Customer Service and overall Contact Center Excellence in prestigious U.S. and international competitions.
Awards are also won for our proprietary IT infrastructure, OneRoad. We won the 2008 CRM Excellence Award from Customer Interaction Solutions magazine, the leading publication for the CRM, call centers and teleservices industry. In 2007, we were awarded the 2007 Gold MVP Quality Award by the same magazine.
What drives the excellence behind our exceptional service delivery? OneRoad, our unique and proprietary roadside assistance service delivery platform, includes the following differentiators:
- Use of Six Sigma methodology to ensure continuous improvement
- Award-winning Contact Centers – “Best of the best” philosophy
- State of the art technology infrastructure: sophisticated, proprietary contact center application - tailored to the customer experience
- Best-in-industry Service Provider Network and Management
- A unique and proprietary closed loop customer assurance system
Contact Center
Cross Country Contact Centers operate 24/7/365, handling nearly 1 million calls per month (inbound and outbound) from six geographically dispersed, fully redundant contact centers in Arizona, Florida, Massachusetts, Texas, Canada and Europe.
The Contact Centers’ mission is the delivery of measurable, best-in-class customer service to our clients and their customers through a highly skilled, motivated workforce which places high emphasis on customer satisfaction and first call resolution.
Performance evaluations, enterprise-wide
Cross Country ensures that our contact center environment is set up for client, customer, and employee success.
Peak performance is assured through our closed-loop process and customer satisfaction surveys; a Six Sigma approach to management based on Voice of the Customer (VOC) rules; quality calibration sessions; monitoring and reporting; exceptional training programs, continuous coaching, and competitive compensation plans.
Performance management and quality control
We use the COPC-2000® CSP Standard as a performance management framework. The standard is relied upon worldwide as a valued strategy for implementing contact center best practices that improve performance in customer satisfaction and service.
To learn about employment opportunities at our contact centers, click here.
Consumer Affairs Services
Cross Country recognizes the most crucial moment in a customer relationship is when that customer has an important question or is facing a crisis, small or large.
When your reputation is on the line, you want Cross Country representing you. Cross Country staffs our award-winning contact centers with associates that know how to make the most of every client contact to strengthen customer relationships, build brand loyalty, and increase revenue opportunities.
Cross Country attracts and retains the highest quality contact center associates through a rigorous hiring process that demands:
- Customer service and/or sales experience
- A stable work history
- Successful completion of our competency-based interviews on the topics of:
- Professionalism
- Empathy
- Customer service orientation
- Concern for business success
- Successful performance in live monitoring sessions
Service Provider Network and Management
Our Service Provider network helps us deliver daily performance rated scores that are considered among the best in the industry. Our network includes exceptional companies, individuals and teams proud to deliver the highest standards of service in the industry and at each local event.
Cross Country has fully-dedicated teams of professionals, what we call “Network Management Teams”, who work to provide our Service Providers with high volume dispatches, easy on boarding processes, timely and accurate payments, performance reporting, awards and recognition programs and other benefits and offerings.
Our Service Provider portal, found at www.argosi.net, allows our partners in the field to log in and find fast, easy ways to do electronic claims, claims processing, billing. Here Cross Country Service Providers also find a dashboard of individualized, real-time reports that allow them to maximize their fleet productivity, minimize down time, generate more revenue, enhance service delivery and improve customer services and operations with Cross Country.
In fact, Cross Country has been recognized with a 2008 CRM Excellence Award from Customer Interaction Solutions Magazine for Argosi.net, our network management site.
Technology
Cross Country’s proprietary IT infrastructure, OneRoad, leverages a full platform, end-to-end open architecture that facilitates the fast, easy and secure exchange of information with our clients and our service providers to maximize every customer experience.
We offer continuous availability through a telecommunications system with self-healing fiber optic rings, battery backup protection, and fully redundant data networks.
Finally, we offer customers the flexibility to interact with us via the channel of their choice, whether it’s on the telephone, the Internet, a connected wireless device or a connected vehicle solutions device.