Getting to know you
We learn about your customers, the way your team works, the tools you use and the challenges you’d like us to take on. Then we build the service alongside your team so it fits the way you do business.
Adapting to your tools
We adapt to your technology, whether that means working with your existing platforms, communication channels or internal processes. But behind every tool is a person looking for an answer. That’s why our team takes the time to listen, understand the situation and use good judgment.
Managing and evolving
Once the service is up and running, we manage it day to day and stay in touch with your team as your needs change. You get a partner who can keep pace with your organization while giving your customers the human connection they deserve.
Quality, every day
Before the first interaction
We hold workshops with your team to understand how you work, what your customers expect and the situations we’ll handle. Those conversations guide our training and help us develop clear reference materials and sample responses, while giving our team room to speak naturally.
Ongoing measurement
We measure service quality regularly: reviewing interactions and completed requests, tracking response times, and listening to feedback from your team and your customers. We share what we find with you and adjust our guidelines, training or tools as needed. That ongoing work helps us deliver service that is dependable, attentive and true to your organization.
Information security and confidentiality
We address security and confidentiality from the start of your service. Together, we establish the requirements for your project and make sure the agents assigned to it understand them before they begin work.
Every agent signs a confidentiality agreement when joining Milanoa. Agents assigned to your project also sign a project-specific confidentiality agreement before training begins. We provide you with a copy of that agreement.
When an agent leaves Milanoa, they must sign a declaration confirming that they have retained no information about your customers or employees, including on another computer or storage device. If an agent assigned to your account leaves, we provide you with a copy of that declaration.
Ready to hand off part of your operations?
Let’s discuss your needs and how our team can work alongside yours.
