Experts
Surpass Leadership
Experts on every call
Every call a business receives is an opportunity to provide fantastic service and make a sale, so why make your customers wait to talk to an expert? By listening to customer concerns, we provide appropriate solutions and achieve one-call resolution. We strive for “very satisfied” customers and have found this excellence in call performance increases revenue.
Our Resolution Experts
All members of the Surpass team have extensive experience built around mastery of The Quality Conversation. This experience includes training and coaching supervisory and telephone personnel on a Robust Call Flow and sales model that have been proven time after time to save the subscriber, sell the subscription, and sell the ad.
Excellent talent pool, very low turnover
Part-time representatives in call centers, even in some of the best-run, highest-achieving centers, can experience employee turnover rates as high as 50 percent per year. From our location in Bedford, NH, we have access to an excellent pool of talent and an ongoing training pipeline for new hires. Our turnover is only 15 percent. This is how we maintain the Quality Conversation over the long term.
Bob Davis
President, Robert C. Davis and Associates
Co-Founder and Managing Partner, Surpass
Bob knows how to drive results forward for customer service, retention and sales organizations. He has worked extensively for on call center projects with RCDA for 25 years. He has the experience and ability to dramatically improve the performance of sales, retention and customer service teams and the credibility to work with supervisors, subscription sales reps, subscriber retention reps, CSRs and ad sales reps, along with the senior management personnel who oversee projects.
Through his consulting work, Bob has created an impressive list of clients, including Calkins Media, Cox Enterprises, Freedom Communications, Lee Enterprises, the San Francisco Chronicle and USA TODAY.
Ken Nemcovich
Co-Founder and Managing Partner, Surpass
Call center expert
Ken is an expert in call center efficiency and performance. At America Online he identified $90 million in cost reductions as well as raising retention rates from 15 percent to 63 percent. Ken’s work at AOL decreased call length while improving call flow performance. Ken has many years of experience managing high-value call centers.
Ken’s work at Delta, TJX and Chadwick’s of Boston utilized his skills for cost reduction. At Delta, Ken reduced call center operations costs by $100 million. At TJX, Ken reduced call time by 30 percent while raising productivity by 40 percent and lowered turnover by 60 percent. Ken served as Vice President of Telemarketing, Customer Service and Order Processing at Chadwick’s of Boston, because of his expertise in diverse and complex call flow and call center organization.