Staff Performance at PSI


	h o m e		j o b o p p o r t u n i t i e s		c o n t a c t u s

p r o f i t a b i l i t y o n c a l l

s t a f f p e r f o r m a n c e

We take pride in our professionally trained staff. Applicants are carefully screened and personnel are thoroughly trained in a rigorous curriculum that focuses on the specific Rate Pursuit techniques and requirements of each Client's program. Once trained, a PSI Representative is prepared to engage policyholders with the highest level of courtesy and professionalism.

How our Team Structure facilitates program changes
How Caller Training improves performance
Efforts of our Performance and Quality Development team
Motivating our Representatives through Customer Care Incentives

Team Structure

Our employee-to-supervisor ratio is less than 15 to 1. This team structure allows us to modify training and implement program changes very quickly, typically within 24 hours. (back to top)

Superior Caller Training

Our caller training is critical to the success of every program. For that reason, we've developed and continue to refine one of the most thorough and involving Caller Training Programs in the industry. The training of one of our Customer Care Representatives takes 4 full weeks to complete. The result for our Clients is a professional, relaxed, friendly Representative fully trained in rate pursuit. (back to top)

Performance and Quality Development

Performance and Quality Development team members devote 100% of their time to insure top quality policyholder information. We monitor every Customer Care Representative at least twice per week and review every completed report twice prior to sending back to the Client. (back to top)

Customer Care Incentives

One of the ways we improve satisfaction among Clients and policyholders is by giving our Representatives service motivation incentives. Every time a policyholder recognizes superior customer service, the PSI Customer Care Representative is eligible for a variety of bonus incentives, including:

$250 Caller Awards for any outstanding call that results in a remark from the policyholder to note good service.
CSR of the Month Awards for any Customer Service Representative who goes above the call of duty in his or her work ethic, overall positive attitude and professionalism. Prizes include reserved parking spaces, a commendation plaque, time off with pay, and a choice of "Prize Packs" that could include televisions, DVD players, stereos, digital cameras and other great prizes.
Monthly Drawings from "Good Job" cards earned by going the extra mile for policyholders.
Company loyalty incentives offer bonus awards for continuous employment with PSI.

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