Your Questions Answered: The SureCall FAQ Hub

Every client is assigned a dedicated Account Manager who serves as your primary point of contact. For technical support, billing inquiries, or urgent escalations, you can also reach our Customer Experience team directly through your client Portal or via the contact information provided during onboarding. Someone on our team is always available for anything urgent.

We quote a response time within one business day for general inquiries, but again, this is our lawyers’ recommendation. We actually respond the same day, often within hours, except for our lawyers, who we respond within one business day. (Serves them right). Urgent issues are prioritized and addressed immediately through our 24/7 operations and support teams.

SureCall uses advanced AI forecasting tools and historical data to predict call volumes and staffing needs. Our Workforce Management team creates optimized schedules and monitors real-time activity to ensure the right number of agents are always available to meet your service goals. When things change suddenly, our workforce is accessible and responsive to “step in” during unscheduled events. Imagine a freak storm, sudden floods or fires. While our team and AI monitor upcoming developments and proactively adjust, we can respond PDQ to the unexpected.

SureCall's Workforce Management team plans for absences by maintaining real-time monitoring and flexible coverage options. We use on-call agents, cross-trained staff, and schedule adjustments to ensure your account remains fully supported while giving our team members the time they need to recover or manage personal matters.

SureCall's operations are built with redundancy and resilience in mind. During downtime, our IT and WFM teams activate backup systems, reroute calls through alternate networks, and shift workloads to unaffected sites or remote agents. Our real-time monitoring tools allow us to maintain service levels while quickly addressing the issue at its source.

In urgent cases, SureCall's experienced team can onboard and launch a new client program within a day or two. Our agile processes, pre-built frameworks, and dedicated project management ensure rapid deployment without compromising quality or training standards. Our long-term experience

SureCall follows a structured hiring process that focuses on skills, cultural fit, and attitude. Each candidate goes through assessments, interviews, and onboarding to ensure they align with our values and deliver exceptional service. Once hired, our teams are supported through regular coaching, feedback, and growth opportunities.

SureCall hires bilingual and multilingual agents fluent in English, Spanish, and French. We provide these languages as you need them, upon request, at no additional charge.

SureCall's culture is rooted in integrity, teamwork, and service excellence. We create an environment where our people thrive because when our teams feel supported and engaged, our customers receive the highest level of care. We are also a certified B Corporation, committed to social and environmental responsibility. Our team both loves and believes in our care and help in all areas that are not work and profit-oriented. We give back in a big and impactful way. See our Good Call™ and Hero Girls™ programs.

SureCall's hiring and culture approach is built on long-term employee partnership, not turnover. We recruit people who fit both your brand and ours, then invest in their success through consistent training, engagement, and recognition. This results in lower attrition, stronger performance, and better experience for your customers.

Every new hire completes a structured onboarding and training program that covers systems, client programs, communication standards, and SureCall's culture to ensure they are fully prepared for success.

We partner closely with each client to understand their brand, tone, and service goals. Training programs are customized to reflect your processes, expectations, and customer experience standards. We have regularly scheduled “check-up” meetings. If something comes up that needs immediate attention, we respond right away.

We track post-training performance, quality scores, and feedback to ensure every agent meets or exceeds client and internal benchmarks before transitioning into full production.

Absolutely. Continuous learning is part of our culture. Team members receive regular coaching, refresher sessions, and performance-based training throughout their employment.

SureCall's training combines hands-on learning with real-world application. Our programs are structured to build confidence, accuracy, and consistency through interactive sessions, live call simulations, and performance assessments. Each trainee receives personalized support to ensure they are fully prepared before going live on any client program.

New agents begin with a transition phase where senior agents (Gurus) and trainers monitor live interactions, provide real-time coaching, and help build confidence during the first few weeks.

Definitely. We provide detailed reporting and analytics, including call metrics, resolution times, and customer feedback, and access to listen to your calls handled by us, allowing you to measure ROI, make informed decisions, and be really happy with the work we are providing you.

Our Call Quality program monitors and evaluates agent performance to ensure consistency, compliance, and exceptional customer experiences across every interaction. We do it using advanced AI technology to measure and score every call on quality and sentiment to enhance training and coaching. Fast response allows our agents to excel quickly, often immediately.

Feedback is shared through one-on-one coaching sessions focused on development and improvement. Our approach is supportive, helping agents grow through constructive guidance and recognition. We specifically catch people doing great things and recognize their quality, as well as coaching for improvement.

Strong Call Quality means consistent, reliable service for your customers. SureCall's quality monitoring and coaching ensure your brand is represented with accuracy and care, resulting in higher satisfaction, loyalty, and confidence in your service delivery.

We track industry-leading KPIs, including Average Speed of Answer (ASA), Average Handle Time (AHT), First Call Resolution (FCR), Service Level Adherence (SLA), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and agent productivity metrics. Our performance consistently exceeds industry standards. Our goal isn’t just to meet them, meh. Our passion and drive is to exceed them, always.

Your Client Portal is your secure access to real-time access and reporting of your call logs, messages, performance metrics, and billing summaries. You can view statistics, listen to recordings, monitor SLAs, and download reports anytime, giving you complete control and visibility over your program. It’s your company dashboard for our support.

Absolutely. We provide regular performance reports and give you access to call recordings, quality assurance (QA) evaluations, and analytics dashboards so you can monitor customer experience and ROI.

Our team supports full integration with popular platforms such as Salesforce, HubSpot, Zendesk, and many other systems. This ensures that every call, ticket, or message automatically syncs with your internal CRM for a unified data view, in real time.

We provide tailored dashboards and SQL-driven Power BI reports to track performance KPIs such as AHT, service levels, CSAT, and more. Reports can be delivered daily, weekly, or monthly, and customized by call type, language, or campaign.

Our Interactive Voice Response (IVR) routes callers efficiently using menus, language selection, and time-based routing. IVRs are fully customizable and support branded greetings, data capture, and intelligent escalation.

Auto Answer ensures that every call is answered instantly, on the very first ring, eliminating ring delays and improving response time metrics such as ASA (Average Speed of Answer). It's especially beneficial for emergency or high-priority lines that require a guaranteed response time.

Omnichannel Support means we manage all communication channels, phone, webchat, email, SMS, and social media under one unified system. This ensures your customers receive the same level of service no matter how they contact you. You probably don’t have that today, but you can have it tomorrow when you partner with us.

Escalation rules automatically prioritize and route urgent messages to the correct contact, following a structured hierarchy (e.g., Primary → Backup → Supervisor). This ensures a fast response to critical situations. No missed calls due to your people being

Our dispatching includes logic triggers, retry timing, and automatic escalation rules to ensure no message is missed. Agents follow defined workflows to confirm delivery, callback, or follow-up depending on the client's configuration.

We maintain Failover & Backup Dispatching protocols. This means that if one system or region experiences downtime, backup routing automatically activates to ensure uninterrupted call handling and message delivery. SureCall's operations are built with redundancy and resilience, including backup power, alternate networks, and multiple site locations.

Yes. All calls are recorded, securely stored, and accessible for Quality Assurance (QA) review. Clients can listen to recordings via the Client Portal, supporting transparency, coaching, and compliance audits.

Agents complete structured call notes immediately after each interaction. These summaries capture key details, caller intent, and next steps, ensuring seamless follow-up, consistent reporting, and easy reference for future inquiries.

After-Call Surveys automatically collect customer feedback immediately after an interaction. This allows you to track satisfaction (CSAT/NPS), identify service gaps, and measure agent performance in real time, ensuring continuous improvement and higher retention rates.

Our live directories ensure the right contact receives messages or escalations instantly. Updates can be made in real time, supporting on-call rotations, department changes, and multi-site organizations.

We handle order entry, sample requests, and coupon distribution through a secure fulfillment process. This service is ideal for consumer brands and programs that combine customer support with promotional logistics.

Email automates routine workflows such as notifications, ticket creation, or follow-ups. It can trigger multi-channel alerts (SMS, email, voice) based on specific events, reducing manual effort and improving response speed.

This safety feature monitors employees working alone or in hazardous conditions. Scheduled check-ins and automated alerts ensure prompt emergency response if contact is missed or an alarm is triggered. We look out for your workers, 24/7.

We offer a wide range of services, including inbound and outbound customer support, technical assistance, appointment scheduling and confirmation, order processing and helpdesk, sales follow-ups, rebate processing, IT front line Tier 1 and Tier 2 troubleshooting, emergency response, healthcare bookings and confirmations, outsourced Whistleblower services, webchat support, SMS response services and virtually anything else that involves customer support solutions 24/7. Our solutions are tailored to meet your unique business requirements for a fraction of the cost you are doing it.

Yes, we provide round-the-clock support 365 days a year, based on your specific requirements. You can choose between full 24/7 coverage or specific hours to supplement your internal team

We serve industries such as e-commerce, utilities, telecommunications, travel, healthcare, government, technology, and more adapting our approach to fit each sector's needs. We partner with SMB’s, Enterprise, and Fortune 500 companies. Our 43 years of experience, US, Canada, and UK client list, and award-winning services enable us to partner with virtually any company. Think scalable like Microsoft or Apple, any customer, any size.

Yes. We provide support in multiple languages, including English, French, and Spanish as standard, but we can also offer certified third-party interpreters integrated directly into your requirements, ensuring your customers feel understood and valued no matter where they are located.