Account Management
While Customer Service encompasses a wide variety of industries and services, the foundation for quality is based on providing the right People and implementing consistent and replicable processes and procedures. At OLS the consistency of operational processes and procedures is the key to our success and that is why we provide a dedicated Account Manager as a single point of contact for your program.

As your day-to-day contact, the Account Manager is responsible for all aspects of your program's success. The complicated and intricate nature of any program makes a single clearinghouse and resource gatekeeper a critical component for our partnership. OLS empowers our Account Managers with the necessary authority to successfully execute all aspects of your program and provide strategic feedback and input to you.

A program's success is predicated on developing and refining operating processes and procedures that focus on improving Flexibility, Quality and Value. These three operating principals directly drive our practices for hiring and recruiting, training, quality measurement and management and of floor operations.

New technologies and improved product offerings are transforming our industry. The foundation of our solution is rooted in managing People, Processes and Technology to insure that the OLS solution delivers the results you require. Our expertise in these areas includes: Understanding the skill set required of the Customer Service Representatives (CSR's) in support of your program

• Recruiting plans to attract and retain a high-caliber workforce that meet the requisite skill requirements of your program
• Developing extensive design documents that insures that all aspects of your program are addressed during planning and implementation
• Generating a comprehensive performance metrics
• Creating multi-dimensional staffing plans based upon your anticipated volumes
• Designing and developing training programs appropriate for adult learners
• Implementing processes and procedures for productivity and quality improvements
• Implementing quality assurance mechanisms for all aspects of your program
• Providing tailored technology solutions utilizing preventative analysis concepts and best practices
• Providing customized reports as part of integrated solution