Customer Service

Internal Teams

Optima Service Solutions' home office in Roswell, GA houses all internal operating teams. From this location, we manage all incoming/outgoing service events.

When a new client approaches Optima, we employ a team of specialists who meet with the client to strategize and determine how to operate efficiently and the best practices to establish. Once underway, these processes are continually reviewed to ensure satisfaction across the board.

Our team of Escalation Resolution Specialists works with customers and clients to quickly resolve any challenges that may arise with a service event. These highly trained individuals focus on the main objective of end-customer satisfaction with not only product, but client.

Call Center

Optima Service Solutions has an inbound / outbound Customer Care Center at our customers’ disposal. The Customer Care Center is staffed with certified professionals Monday through Friday, 7am to midnight CST and Saturday 9am to 8pm CST. Each of our representatives must pass a customer service training course specifically designed to result in a positive customer experience.

Optima Service Solutions’ world class call center uses a variety of proven measures to guarantee outstanding quality and consistent productivity to our clients. Our customer service foundation is based on three principles to ensure positive customer interactions on every call. These principles ensure:

Every client hears a friendly voice.
Every client receives competent care.
Every client enjoys a positive outcome to their concern.

The Optima Service Solutions call center training curriculum includes customer service training that features role playing to simulate actual customer concerns. This allows our call professionals an opportunity to prepare for calls before handling real customers. The call professionals also complete systems training on the Optima database. This training is continuous and, as with each update to our system, we make sure that the front line call professional has the tools to successfully navigate our system, thus ensuring complete service for our clients.

We answer at least 97 percent of all calls received before the call is abandoned. The industry standard is 95 percent or lower.

Our call center produces a quality rating of over 90 percent. The industry standard is 85 percent.

We understand that our customer’s time is critical therefore, we place a premium on answering every call in 20 seconds or less.

Everyday our quality control team monitors all call center professionals in order to identify and improve customer service concerns.