INTEGRITY:

New York Business Partners delivers only the highest caliber work for our clients.  Our commitment to quality begins with unparalleled standards and a full time QC department.

Inspection vs. Introspection

Our quality control starts with introspection, we inspect what we expect.  Organizational culture is extremely important to us as a soft element that generates team spirit, motivation and a genuine desire in our people to build quality relationships both within our company and with your customers.  To assure complete familiarity with the particular attributes of a campaign, we dedicate staff members to one client at a time.  By knowing exactly what to look for, we can know how to resolve issues quickly and effectively.  Extensive cooporative training guarentees that our team will be completely educated about:

• The specific products and fees
• The specific reward program options
• Any optional fee-based programs
• Which IDs are required and/or are acceptable
• What information is mandatory and what is optional
• Which potential fields could contain errors based on app-form layout
• What current client promotions are being tested in field

Outbound Call Center

The outbound call center is staffed with QC representatives who call back customers to ascertain two key aspects of important information:

1. Application Forms: No Missing or Unclear Information

When applications are delivered to our clients, they’ve been vetted through our process. They contain the correct information, are legible, and have been scrubbed for any unintentional errors. Customers whose applications had questionable or missing input are contacted by phone and the issue is resolved. Client benefits include:

• Virtually no further verification or follow-up is required
• No look-ups or call-backs needed
• No wasted time
• Higher approval rates
• Higher net activations
• Higher efficiency, thus higher profitability

2. Customer Validations: Ensuring Representative Integrity

A considerable percentage of customers are called back with the express objective of determining if the client’s products were presented with integrity. We proactively ask questions such as:

• Did the representative indicate the price?
• Did the representative advise of the interest rate?
• Did the representative explain the reward program?

Further, special surveys can be customized to probe for additional details relating to the customer experience at point-of-sale. New York Business Partners often verifies if our representatives behaved as complete ambassadors to our clients. We ask customers to rank professionalism, and to ensure that all information given was accurate.

Follow Through Actions Ensure Ongoing Quality

Ensuring high quality control means putting a constant focus on meeting expectations.

• Mystery shopping programs are conducted
• Any shortcoming result in corrective actions. These include re-training where indicated, or appropriate disciplinary action
• When high standards are consistently performed, New York Business Partners has special recognition programs to reward representatives for high quality and integrity.