Our average call duration with our customers is 5 minutes.
Having all team members be equally productive creates fairness in the workplace. We work with our employees to ensure their number of phone calls taken in a day is on par with the average call taking of the rest of their team. We do not stipulate a call count however, we do look for our CSRs to be productive in their call taking while maintaining a high level of quality.
We also offer a Mentor Program for new hires to assist them as they transition from the training phase to taking calls independently. Our training program includes an extensive knowledge base our CSRs can use as a resource, a significant quality assurance program, and regular supervisor coaching. With that being said, TVC is highly quality focused with a well-designed training program for Customer Service Representatives (CSRs). We continuously strive to create a company culture that promotes a positive work experience. We are sorry to hear that your employment with us did not meet your expectations. Thank you for taking the time to write a review for TVC Pro-Driver. One of TVC’s values is to treat our customers and colleagues with compassion, respect and inclusion.
At TVC, we continuously strive to create a company culture that promotes a positive work experience. If you have any questions regarding CSR language expectations, please contact your Supervisor, Manager or a member of the HR Department. We do not require or recommend that non-bilingual English-speaking CSRs converse with our members in a language other than English. That call with the English CSR will be conducted in English. In this case, a member initially wanting to converse in a language other than English may be routed to an English-speaking CSR. On occasion, all bi-lingual CSRs may be occupied with member phone calls. Additionally, TVC supports various languages and continuously recruits and hires bi-lingual staff that speak Spanish, Arabic, Russian and Hindi. As department requirements change/increase, it may become necessary to change/add to a CSRs workload. Our intention is to distribute all Customer Service Representative (CSR) workloads consistently among the department’s CSR staff. We are sorry to hear that your employment experience with us has not yet met your expectations.
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