When you outsource with Advantage Communications you remain in control of your business. To ensure we are meeting your every need and expectation we provide daily phone statistics and real time ticket reporting. This will allow you to track customer issues as they occur and address them immediately.

Our service level commitments (SLA’s) are backed up with a SLA reward and penalty system which provides up to a 2% premium and up to a 3% price discount for exceeding or failing to adhere to the SLA commitment. When you couple this SLA commitment with our “No Questions Asked – Termination Clause” it’s easy to see that Advantage makes no effort to hide behind contract legalese. If we fail to perform, we hold ourselves accountable, period.

Set-up fees are charged by companies that don’t want your business. Our contracts have no set-up fee clauses and furthermore we provide free access to our web-based reporting tools for all clients.

We provide a quick transition that starts from the moment of contract signing with training, IVR set-up, customization of the knowledge base, reporting set-up and telephony. In most applications, we can hit the floor even before you’re ready.

We offer the following payment options:

1. Up-front billing
2. Payment due 15 days from start of service
3. Payment due 30 days from the start of service

80/20

Our standard product offering is a queue managed to attain 80% of calls offered to be answered within 20 seconds. This is our most popular product offering.

75/60

For clients that utilize Advantage for after-hours, overflow or other applications with sporadic call patterns we manage a queue to attain 75% of calls offered to be answered within 60 seconds.

75/300

For certain larger accounts we manage a queue to attain 75% of calls offered to be answered within 300 seconds. This level of support ensures a constant queue and maximizes agent efficiency.

Dedicated Support

For larger accounts and high end support we offer dedicated service whereby service level is dependent upon the staffing requested by the client.

Dedicated Hybrid Support

For larger accounts and high end support we offer dedicated hybrid service. There are a core group of dedicated agents but we also supplement the dedicated queue with overflow support during peak times. The service level is dependent upon the staffing requested by the client.