Customer Care Program

Every client's delivery and customer service team consists of an Account Executive, a dedicated recruiting team, a community service liaison, and a dedicated contractor care representative. Contractors will have after hours phone numbers for the entire team, as well as a defined escalation process in the event of an after hour emergency. Contractors work most closely with their Service Delivery Manager for representation on any matter relating to their employment. A payroll specialist is accessible to contractors, as well as our full-time HR team, which manages all of the on-boarding and off-boarding and all of the background screening and compliance documentation. ASG runs a tight back-office in support of some of the largest contingent workforce programs.

Compliance

All HR and Finance & Accounting activities are centrally performed at ASG’s corporate headquarters. This allows for standardization and efficient management of all HR and compliance functions. We take compliance very seriously and provide a “single point of contact” to our clients for each division. As a result, ASG has a 98% overall compliance rating on all audits performed by our clients.

Performance Metrics

Performance metrics that fall outside of acceptable ranges drive action through management, e.g. Account Executive or HR Manager, and alerts are made to ensure that client/customer concerns are addressed promptly. Data derived from email, surveys, our call center, and our website help gauge issues and complaints through our trouble ticket and escalation process and are used as a basis to maximize our service for superior performance.

Both Service Delivery Managers and Account Executives are managed to Consultant and Customer satisfaction metrics. ASG Account Executives are directed to meet with their clients on a weekly basis, preferably in person. Meetings are to discuss upcoming needs, resume submittals and interviews in process as well as current contractors on assignment. As a result, recruiting can be adjusted and issues quickly resolved.

Issue and Escalation Process

Since issues sometimes arise even in the best situations, we have proactive responses to ensure any issues are handled quickly and efficiently. Our customer support teams, starting with the account executive, are trained to resolve issues quickly and to escalate issues when the circumstances are appropriate. We have a 1:24 Hour Issue Resolution Policy™, meaning issues are responded to within an hour and a resolution path identified within 24 hours, and over 95% of all issues and questions are handled at the local level.

ASG can provide immediate removal upon notification and determination with the client that removal is the best course of action. Replacement can be completed in 5 working days. All Guarantees or credits to the client cycle according to standard AP/AR cycles.

For more information, contact us today.