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It
starts with outstanding employees and ends with
leadership ...
vvRigorous
Hiring Standards
Premier employees are an elite team. We do not hire just
“anybody.” We are not a temp agency and do not use temporary
labor. Every employee must pass a rigorous hiring and selection
process. This screening process was created from successful HR
models we have evaluated from both our corporate experience and
general research. We have added to this screening model numerous
hiring best practices learned from collaborating with our
clients. Included, of course, in our hiring process are all
appropriate drug testing and background checks.
vv
Intensive Training
After being selected for the Premier Team, employees are
intensively trained. We use the advanced training methods and
techniques acquired from our team’s experience in training and
development for a corporate worldwide customer service center.
The
training includes: formally explaining what we expect from every
employee; orientation about our company’s service culture and
relentless focus on productivity; our key performance metrics;
and hands-on “peer” training by fellow employees so that each
employee learns his or her work out on the floor instead of a
classroom.
When
we sign a new account, each employee on that Customer Team is
given a detailed orientation about the new customer’s service
requirements. We use a method called “process mapping” to train
each employee team on the workflow and tasks associated with
every process they perform for the new account. This ensures a
smooth transition and consistent execution.
vvInspired
Work Teams
Smart hiring and formal training don’t count for much if
employees are not motivated. At Premier, we emphasize
motivation. Our operational culture is to encourage a sense of
ownership and inclusion by asking every employee to treat the
Customer’s business as his or her own.
We keep employees informed and share our
performance metrics with them. High performers are recognized
and rewarded, as well as employees who suggest cost and
productivity improvements. The result is a motivated team and
high level of worker satisfaction that translates into low
turnover and uninterrupted continuity of service.
vvEfficient
Practices
We
commit to year-over-year productivity gains in our contracts
with customers. Our ability to deliver on those commitments is
driven by an emphasis on efficiency in everything we do.
It is based on a continuous “360-degree”
approach based on: 1) implementing proven process management
techniques from our managerial experience; 2) listening to
employee and customer feedback regarding what works and what
could be improved; and 3) using our internal and customer
metrics to constantly monitor and fine-tune our practices in
order to improve and refine them, and to identify productivity
and savings opportunities.
vvTight
Cost Controls
As
former corporate managers, we are sensitive to and understand
your budgetary and expense challenges. We bring from our
experience a contempt for unnecessary costs and a keen eye for
finding savings. Our overhead and operating expenses are among
the lowest in the industry. Since we do not use a sales force,
our GSA expenses are extremely low. This aggressive approach to
cost control means lower expenses for our customers and more
cost certainty in their budget planning.
vvCustomer-focused
Metrics
Most
service providers are happy to provide you with ‘customized’
metrics – as long as you accept their ‘canned’ metrics exactly
the way they choose to provide them.
Premier is unique in the way it works with
each customer’s key performance indicators (KPI) and metrics. We
believe customer metrics should reflect what the customer thinks
is important, not us. We provide these metrics when and how the
customer wants them. All metrics and reports are in an
easy-to-read format and sent electronically based on each
customer’s preferred schedule. These metrics are also used as
discussion points in our business reviews and service conference
calls.
vvHands-on
Leadership
A streamlined organization free of
bureaucracy allows us to keep a close pulse on the business. All
on-site managers are constantly ‘walking the floor’ and
communicating with employees to ensure a smooth workflow. Our
executive team is in daily contact with the on-site general
managers at each facility. Weekly conference calls are held with
these managers to review key customer metrics and to assess
volume, service and productivity levels.
vvCommunication
and Best Practices
Communication and best practices surround every step
of the Accelerator Process.
By
“communication” we do not mean intrusive “social calls” and
casual e-mails. We are talking about meaningful and proactive
communications. On a tactical level, we make every effort to
keep customers apprised of significant events, potential
problems and operational updates. On the strategic level, our
leadership is in frequent contact with customers: scheduled
conference calls are held to discuss key issues and
opportunities; quarterly business reviews are also conducted to
discuss financial, operational and strategic issues.
Best
practices are ingrained in all our operational tasks and
processes. Our depth and breadth of management in companies with
worldwide reputations for operational excellence have provided
us with a unique and proprietary package of best practices. We
have incorporated these into our hiring, training, financial and
operational processes. And in every one of these best practices
we strive to deliver the best in quality, productivity and
service.
It’s
an operating model that works – and the reason behind the
satisfaction and success of our customers.
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