Our Company

Our success stems from this philosophy: Every contact with your prospects and customers is an opportunity to nurture the relationship and help your company grow.

Throughout the relationship, we are listening and adapting to the needs of our Clients.

TMP Direct Customer Service Reps receive over 100 hours of training each year. This means that their knowledge of your products and their customer service expertise continues to grow.

Our Customer Service Reps will think like you, act like you and be part of the culture of your company.

It’s a seamless process… we are an extension of your organization.

We celebrate great service. A generous incentive program is only one of the many ways we develop excellent CSRs.

TMP Direct’s many services help you unlock the full potential of every contact — whether it comes by phone, email, mobile or the web.

As your partner, we are always searching for the best sales and customer relationship opportunities with every contact.

Our Quality

TMP Direct believes a critical metric is the Interaction Quality Score as provided by a comprehensive, fair and consistent monitoring program. TMP Direct utilizes the i3 (Interactive Intelligence Inc.) recording and monitoring system to record and score interactions handled by customer care counselors The TMP Direct quality team oversees the program and reports directly to the Vice President of Operations rather than through the contact center management. This ensures integrity and objectivity within the program.

Phone calls, emails, chats and social media responses are all scored using electronic scorecards. The scorecards place value on the critical factors of the program and the required customer service skills. Our Quality program is part of our overall COACH incentive program for our customer care counselors. Interaction scores are coupled with other performance goals that empower each customer care counselor to achieve a monthly goal.COACH earners are rewarded with monthly bonuses and incentives.

The quality process is used by managers and supervisors to coach counselors on specific performance areas, as well as recognize high performers. Management uses the reported data to gauge overall performance.

Regularly scheduled internal calibration sessions ensure fair and consistent integrity throughout the program. Client calibration sessions ensure we are completely in tune with our clients expectations.

The Quality process is fundamental to every department, not just the contact center. For example, 20% of all fulfillment packages are reviewed for accuracy. Every Department Manager is held to a set of quality targets and is accountable for the results.

High Quality is not the goal at TMP Direct, it is the expectation.