Customer expectations are higher than ever, and one bad experience can cost you a loyal customer. That’s why your contact center is a key part of your brand, your growth, and your bottom line.
We get it. As a leader, you’re expected to move fast, stay compliant, cut costs, and still deliver a customer experience that builds trust. Poor call center performance leads to a 33% customer churn rate, meaning you could lose a third of your customers by hiring the wrong provider.
With over 28 years of experience, we’ve heard it all and learned which questions matter when you’re deciding who to trust with your customer experience. Here are the top five questions every executive should be asking.
1. How Do You Ensure High-Quality Customer Interactions?
At Telvista, quality isn’t just tracked. We use a proven QA process with real-time monitoring, structured feedback, and performance coaching. Supervisors are hands-on, focused on daily results, and agents receive ongoing training to keep service standards high.
Whether supporting voice, chat, or email, we emphasize consistent, human-centered service across every channel. We focus on excellence in every interaction, not just meeting targets.
2. How Do You Recruit and Retain High-Performing Agents?
Your customers deserve more than whoever’s available. They deserve the right fit. Our recruiting team specializes in high-volume and niche hiring using structured interviews and screening tools to match agents with your brand values.
Our five-year track record of a 107% fill rate proves that we know how to hire the right people, even for high-volume or specialized programs. Through structured interviews, targeted screening, and a strong onboarding process, we match each agent to your brand’s tone, values, and expectations.
But great hiring only matters if you can keep great people. That’s why we focus just as much on retention. We’ve created a culture that values growth, recognition, and long-term development — a strategy we’ve unpacked in our blog on why retention is the key to success. When agents feel supported and invested, your customers get the consistency they expect.
3. How Fast Can You Scale?
We’ve launched enterprise-level programs in a matter of days. How? Our dedicated implementation team handles everything from staffing, training, operations, and setup, with speed and precision.
With access to a robust bench of pre-qualified agents, we scale rapidly without sacrificing quality. Need an at-home model? We’ve got that, too, with Telvista@Home for flexible, secure remote support.
4. How Do You Handle Compliance and Data Security?
One data misstep can cost more than just a fine; it can cost your customers’ trust. That’s why security and compliance are non-negotiables at Telvista.
We’re fully compliant with SOC 2 and PCI-DSS standards, and we’re HIPAA certified for our healthcare clients. Our secure facilities, rigorous training, and regular audits ensure your data stays protected and your business stays covered.
If HIPAA compliance is a priority for your team, we’ve also broken down what to look for in a secure contact center in this blog on choosing a HIPAA-compliant partner.
5. What Sets Telvista Apart from Other Contact Centers?
We don’t just hit metrics. We create meaningful moments. Telvista agents lead with empathy and represent your brand with care. Our focus on transparency, continuous improvement, and customer-centricity means you get more than a vendor. You get a partner.
At Telvista, we specialize in delivering world-class call center solutions, backed by a proven track record with Fortune 500 companies. Our expertise ensures seamless customer interactions, optimized operations, and revenue-driving results.
Ready to build better customer experience? Contact us to learn how Telvista can help.