» The provision of leading edge customer contact technologies
» An intense focus on the quality of our people, our most valued asset
» Best in class processes that ensure maximum quality and efficiency

Our People
SMT has built it's reputation largely based on the quality of our people. After all, there is no amount of technology that can repair a poor customer contact. Here are just a few of the components that make our people so valuable to your enterprise:

Recruitment in Multiple Languages
Educational Assistance Programs
Competency Based Screening
Employee Incentive Programs
Training Design and Delivery
Leadership Development

Minimum Education Requirements
Regular Focus Groups
Ongoing Employee Testing
Impressive Employee Retention
Employee Development Programs
Creation of a Quality Focused Culture

Technology Capabilities
SMT leverages the following general technology capabilities:

Predictive Dialing
Inbound Switching
Call Blending
Data/List Management
Data Mining
Customized Contact Management/On Line Scripting Customized Reporting
Systems Integration
Web Enabled Agents
Digital Recording
Automated Outbound Messaging
Remote Monitoring
IVR

Quality and Security
SMT practices Best In Class processes to ensure the highest levels of quality, productivity, and security for our clients. These include the following:

24 Hour Facility Security
Disaster Prevention, Recovery, and Business Continuance
Swipe Card Access and Visible Identification
On site Technical Help Desk
Employee systems access codes and
regular foot printing Secure Data Transmission
Regular Call Monitoring
Employee Education on the use of Client Confidential materials
Digital Sales Verification
Document Shredding
Redundant Off Site Storage of Data
Document Tracking

Analysis and Insights
smt’s team of experts has developed and refined proven methods of measuring and diagnosing the quality of relationships in order to help improve them.

Given the complex nature of decision making and dilemmas that managers are faced with in today’s workplace, smt offers a host of services that can add real-time information and data to support business decisions. This encompasses survey development, consulting as well as strategic guidance. Our team of technical and analytic specialists ensures that every research initiative is on track from start to finish.

While we are noted for telephone surveys, we are equally adept at conducting surveys in online, paper and focus group formats.

smt can develop research programs built around your company's specific business decision-making needs and can act as your organization’s in-house research department. Customized programs can be developed using proprietary and secondary research tools, syndicated data services as well as company data.