Customer service departments deal with growing obstacles that have the power to make or break both your leads and existing customers' decisions to do business with you. Overwhelmed staff members find it difficult to manage rising call volumes and maintain quality interactions. Before customers ever talk to a representative, long hold times irritate callers. They start to doubt your company’s professionalism and dependability when you provide inconsistent service. Most worrisome of all, these problems tend to worsen after hours or during busy times, when your company is most at risk of losing potential customers.
Your client experience doesn’t have to be defined by these typical problems. For more than 70 years, Dexcomm has been refining caller experience procedures, creating systems that turn ordinary phone conversations into relationship-building opportunities. In this blog, we’ll discuss a few of those systems, including:
- Hiring Agents Based on Our Core Values
- Internally Certifying Agents to Answer for Specific Industries
- Getting to Know the Heart of Your Business
Hiring Agents Based on Our Values
Our agents’ path to providing outstanding caller experiences starts long before they take their first call. Our hiring process centers on finding candidates who naturally embody the company’s core values: compassion, concern for others, and personal growth.. This guarantees that the people who take your calls are naturally inclined to provide great service—not because they have to, but because it’s in their hearts to do so.
Compassion
At Dexcomm, compassion is the first value we screen for during the hiring process. We look for people who truly listen to each caller not just to hear, but to get a complete understanding of their needs and make a difference. During our interview process, candidates observe our agents handling scenarios with distressed callers—witnessing firsthand how compassionate agents handle difficult circumstances with empathy. We seek people who have a genuinely compassionate attitude, understanding that many of the people who contact your business could be experiencing stress, frustration or urgent needs that demand more than routine customer service.
During the hiring process, we search for specific traits that allow our potential agents to connect authentically with every caller. We look for people who demonstrate humble attitudes—those who approach customer service interactions without ego or pride, understanding that every caller deserves respect regardless of their circumstances. Our applicants must be truly compassionate, non-judgmental, and able to empathize with others.
Concern For Others
Concern for others is more action-based. It emphasizes professionalism, respect, and putting yourself in the caller’s shoes—even under pressure. We’ve all experienced conversations with customer service representatives who are not engaged, not truly listening, and not invested in understanding our needs. This value is how we make strong, trusting connections that go beyond individual phone calls.
In the hiring process, we focus on our agents’ ability to remain genuinely concerned under pressure, to exhibit true empathy while assisting troubled callers, and remain composed and focused when confronted with difficult situations. The candidates who perform well in our evaluation process are those who understand these values aren’t just workplace expectations—they’re important aspects of who they are as people that make them right for the job.
Personal Growth
Whether it’s learning new skills, showing initiative in solving problems, or expressing genuine interest in developing their professional capabilities, the personal growth mindset fuels everything we do at Dexcomm. We embrace continuous improvement and welcome constructive feedback, recognizing that growth isn't optional but essential.
During the hiring process, we assess candidates’ commitment to personal growth through their past experiences and future aspirations. We look for people who can discuss how they’ve actively sought learning opportunities, embraced challenges as growth experiences, and maintained a mindset of continuous improvement. Our interview questions explore how candidates handle feedback, pursue skill development, and view setbacks as opportunities to learn rather than reasons to give up.
Internally Certifying Agents to Answer for Specific Industries
Once we’ve identified and hired agents who embody our core values, we begin the process of preparing them to serve specific industries with the expertise that each requires. Our industry-specific agent training process delves deeply into the particular verbiage and caller expectations that characterize different business environments.
Our agents progress through numerous certification levels, each building on the previous one to develop increasingly specialized knowledge. This progressive approach means that every caller is served by an agent who understands the industry’s specific needs and can interact as a genuine extension of your team.
Telephone Answering Service Operator Certification (TASOC)
Every Dexcomm agent completes a Telephone Answering Service Operator Certification (TASOC) as a requirement before taking their first call. This program covers essential industry knowledge like professional communication standards, understanding caller expectations, and specialized protocols for industries such as alarm monitoring, oil and gas operations, storage facilities, and law offices.
When agents get this certification, it indicates they are:
- Able to communicate using industry-specific language.
- Efficient in operating our telephonic software and systems.
- Possess our core values of compassion, concern for others, and personal growth.
Home Services Operator (HSO)
After receiving their Telephone Answering Service Operator Certification, agents move on to completing a Home Services Operator (HSO) certification. HSO training focuses on learning industry-specific vocabulary and operational processes, preparing agents to communicate professionally about complicated systems such as valves, water heaters, ducts, pipelines and generators.
Once HSO certification is completed, agents are permitted to take calls for:
- Plumbers
- HVAC technicians
- Electricians and generator services
Basic Medical Operator (BMO)
Following home services training, agents pursue a Basic Medical Operator (BMO) certification to begin to serve an even wider variety of businesses— including those in the healthcare industry. This specialized process involves learning an even wider array of industry language, as well as preparing to be more empathetic—without sacrificing efficiency—on calls.
It is also through this certification that our agents receive more intensive HIPAA training to ensure they understand privacy regulations and respect confidentiality boundaries. This way our agents relay messages urgently and compassionately while respecting patient privacy.
Once BMO certification is complete, agents are qualified to answer for:
- Home health and hospice
- Funeral homes
- Dental offices
- Insurance agencies
- Social services
Certified Medical Operator (CMO)
Certified Medical Operators manage the most complicated and sensitive healthcare calls, providing essential support services for mental health and trauma cases. This advanced certification demonstrates mastery of medical communication protocols and top-tier professionalism required for high-risk healthcare interactions.
CMO agents are qualified to answer for:
- Doctor’s offices
- Specialist’s offices (ENTs, urologists, etc)
- Trauma lines
- Mental health hotlines
Getting to Know the Heart of Your Business
It’s important for us to get to know your business not only to understand operational procedures, but also the values, personality and unique traits that characterize your business’s approach to customer service. This is achieved through our Onboarding, Scripting, and Quality Assurance Processes.
Onboarding
Onboarding begins with a consultation where we explore your business needs and the motivations behind your decision to partner with an answering service. Understanding your goals allows us to tailor our strategy, whether you’re dealing with missed calls, recovering from terrible service experiences, or improving customer service.
We explore your peak call times, seasonal patterns, and escalation protocols while discussing current service issues, successful encounters, and intended results. We also look into your brand’s voice through marketing materials, website content, and existing customer communications. This research allows us to write a script that will mimic your existing communication style, providing consistent brand representation and being an extension of your team.
Scripting
Using everything we learned in the Onboarding Process, we begin to piece together your script. Our Scripting Process goes beyond building basic call handling templates; we create comprehensive communication frameworks that capture your brand's unique personality while giving our agents the flexibility they need to handle a variety of scenarios naturally.
Whether your company has a formal, corporate tone or prefers a more casual, friendly approach, our scripts reflect these tweaks while guaranteeing professional consistency throughout all interactions.
Quality Assurance
Quality Assurance ensures caliber and accuracy—in your recently created script and your calls. Once your script is complete, it’s reviewed to ensure that it reflects everything that was discussed in the Onboarding Process, including:
- Correct forwarding numbers and email addresses to the right people on your team
- Accurate on-call schedules
- The proper timezone of your business for when you receive messages
- Ease and accuracy of script flow for agents
Our Quality Assurance Team also conducts daily audits on calls to make sure our service continually meets your expectations. This focus on quality means that our partnership continues to add value and develop your customer relationships over time.
The process for getting to know your business shows our commitment to offering more than just a simple call answering service. We aspire to be a true extension of your team, with the information, skills, and understanding necessary to represent your company with the same care and professionalism that you would deliver personally. This level of preparation and continual optimization lays the foundation for exceptional caller experience that promotes your brand and propels your business forward.
Transform Your Customer Communication with Dexcomm
Improving caller experience is more than just answering phones; it’s about making meaningful connections that build your company ties and promote growth. Dexcomm’s 70+ years of experience have taught us that exceptional caller experiences are the result of hiring compassionate, professional people, providing industry-specific training, and developing deep partnerships that make a true extension of your team.
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