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Staff Qualification
Our call center staff is required to have a bachelor's or master's degree in counseling, social work, psychology or a behavioral health discipline. Since most of our clients require someone with a master's degree to answer and handle all of their calls the level of staff answering calls is programmed into our phone system. This way staff with bachelor's degrees only receives calls protocol dictates they can answer. Ninety six percent (96%) of our staff have a master's degree. If a customer allows staff with bachelor's degrees to handle calls they are included in the phone queue with master's level staff for that customer only. In other words we have the ability to segment call handling by education levels.