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To us, quality is our commitment to you.

Quality as an attribute calls to mind visions of excellence, truth, perfection. At SAI quality is more than just a group that reviews calls. Our quality program is designed around our common objective of providing the best customer experience possible. The key is total management involvement. 

We begin with a hiring strategy that recruits agents who have technical skills and like helping people. The technical support agents we hire typically have the following qualifications:

  • Friendly, customer service orientation
  • One to two years experience in customer support preferred
  • Technical degree or equivalent experience
  • Certifications from Microsoft and/or other industry icons
  • Effective communication skills both written and oral
  • Workstation experience (PC/Mac)
  • Knowledge of software and usage environments
  • Solid troubleshooting skills
  • The ability to interact in teams
  • The strong desire to assist others

Our Professional Quality Assurance Program

All new agents participate in our proprietary Customer Service training program during their first week at SAI. They are then trained on the products of the specific clients they will support and required to pass a certification test before they take a call or answer an e-mail. Agents are supported by our internal knowledge base and required to seek immediate guidance from a manager on any call that takes more than a specified amount of time. Our professional Quality Assurance Program backs all of our support solutions. Program details include:

  • SAI's Quality Assurance team reports directly to the president and monitors each agent weekly using a checklist with over 70 items.

  • We evaluate technical competence and customer service skills.

  • Our agents receive immediate, LIVE feedback with management involvement after every monitoring session.

  • Following a QA session, your customer receives a call immediately from a manager using a five-question Quality of Service form. The first question asked is whether the customer was pleased with the support experience. 

  • To back up our commitment to you, we will provide a guarantee to you based on the satisfaction level reported by your customers.


Support Associates, Inc.