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 Training

Collaborative best explains the first steps of TMP Direct’s system for training our Customer Care Counselors. Our vision is to completely eliminate the lines between TMP Direct and our Client Partners so we are presenting one consolidated voice to the customer. We work with you to develop an online knowledgebase about your company, its products, services and policies. Customer Care Counselors receive classroom and online training to start a new program. Application review, call guide practice, role play, and testing prepare our team to efficiently handle customer calls, chats, emails and texts. We also ask you to spend time in our Co-Operative training sessions. This gives Customer Care Counselors hands-on experience with your products and services, making them even more knowledgeable about features and benefits. They are now an extension of your company and its culture.

Evolution best explains the next phase. We don’t treat training as an event; we treat it as a process that is fine-tuned over time. Customer Care Counselors receive frequent feedback through self evaluation, one-on-one coaching and monthly scorecards on how well they’ve handled customer requests. “Well” is defined in part by a process we call “calibration,”where we listen to calls with you to make sure that our evaluation matches yours.

Updates and skill development come next and never stop. Supervisors work on honing Customer Care Counselor soft skills, such as practicing new techniques for handling angry callers or tips for helping them strengthen a brand relationship with every customer engagement. Specific behaviors are targeted through individualized coaching and incentives. New product or policy training is held in a timely manner to bring the team up to speed with complete knowledge and confidence. With an attrition level less than 20%, we are able to continuously add to performance, not spend a lot of time training from the ground up.

We also have fun! Throughout the year, we hold team events to encourage a family and fun atmosphere. We support national and local charities through the events. We also recognize National Customer Service Week in October and host a weeklong series of events for the company staff.