Business View Magazine Jan-2019

121 listens closely to actual callers to provide actionable Score results that their partners can utilize.“We are the eyes and ears of our customers, and we’ve made great strides there in the last 24 months,”Sylvester states.“From a tech standpoint, understanding how we can utilize AI and automation is important, but doing it in such a way that’s enhancing the custom- er experience.Along with cutting operational costs, it allows customers to answer more quickly.” Holt agrees, adding,“We’re extremely pleased about our partnership with Mitel.We’ve worked with them for seven years.The investments they’re mak- ing in phone technology R&D (they are Google’s primary partners in the call center space) to focus on AI, are really helping call centers manage the experience for our teammembers.We’re well known within the Mitel organization for the innovative ways we use their full suite of products–IVR, chat, email management,messaging, etc.–that compa- nies who outsource to us expect these days.” The future outlook for Five Star is full of positivity, with expectations to double the size of the com- pany by 2025. Sylvester credits a variety of reasons for their huge success and growth: “We have an amazing team; many people have been here for de- cades.They are so invested in helping every single caller and protecting the brands we represent. I’m impressed that each location and group has its own personality.We’re like a family.That’s a fun piece of it.The second thing is our amazing partners that go the extra mile to give us the tools and resources we need to help every caller, emailer, and chatter.” Holt concurs.“From a culture standpoint,we have a lot of fun here.We’re committed to our team and encourage teammembers to make a space of their own. Culture is what we’re building our brand on. Without our good people and the longevity of our team, it’s difficult to grow a business these days.And we have the best.” PREFERREDVENDOR Paystubz- sales@paystubz.com