Circles' service professional staff consists of over 300 representatives located in Boston, Massachusetts and Burlington, Ontario. We are operational 24/7, so there is always a live representative on hand to fulfill requests. The staff is ethnically diverse and capable of providing services in English, Spanish, French, German, Italian and Chinese.

Circles has invested both internally and externally in world-class training developed under Adult Learning Theory by professionals who have built training programs for leading Fortune 50 firms. Circles understands the importance of our Service Professionals being trained on your brand requirements and delivering your brand accurately every time. Learning takes place in the classroom and on the floor, using both exercises and online tools. The Circles corporate culture reinforces adherence to our “customer delight” model. Our training consists of four segments:

New hire training

An eight-week intensive program focusing on customer service and client-specific training, partnerships and available resources, Circles Central System, company values and service philosophy.

Client and brand training

Ensures that our Service Professionals act as ambassadors of the brands they support. This training includes brand, product and program enhancements, and occurs intensely at the time of launch for a new account, evolving as the offering is updated.

Performance excellence program

Used in tandem with an individual’s developmental activity plan, and enables the staff to meet and exceed our client’s business objectives.

Leadership development

Offers a tiered approach to the skill development of all leaders, from managing the business to managing human resources. Leaders attend modules, evaluate their leadership style and develop a plan for reaching greater levels of success.

Service Delivery Leadership

Our service professional staff is led by a seasoned, accomplished management team:

• Our Executive Director of Service Delivery with 20+ years of contact center experience in financial services companies and multiple site, high-volume fulfillment centers.
  
• The Mission Control function led by 10-year industry veteran in queue management, capacity planning, staffing and scheduling.
  
• Our Manager of Quality assurance with 10 years of experience in quality evaluation.