The ActiveCare Difference – Three Steps to Top Tier Customer Support

We love a good story about great customer service.

Like this one about a regular at the Gaylord Opryland hotel who gushed over Twitter about her fondness for her room’s alarm clock…. and then got one as a gift on one of her stays. 

Or this one about a mom who arrived at an Office Depot with nothing but typed pages and loose photos and, who, a week later left with four beautiful bound books for her children. 

Or how about Trader Joe’s stepping up and offering free delivery (breaking away from its normal policy of not delivering food) and free food to an elderly whose daughter feared wouldn’t have enough supplies to make it through a rough winter storm. 

Honestly, it’s so simple to agree to put your customers first. Implementing that belief, however, can prove challenging to quite a few companies. Why? Despite leaderships’ best intentions, it’s hard to get everyone on board with the same practices. We’re human after all, right?

When Active Screening faced this challenging experience, we decided to focus on three things we knew could deliver really well. As long as our customers could depend on us to deliver these three key items, we knew we could build on our basic suite of tools and explore other software solutions, investigate industry trends, work to become nationally accredited through the National Association of Professional Background Screeners (NAPBS), and increase our global reach. So far, our hard work has paid off and our customers are loyal. We gladly boast a 97% customer retention rate. Since our customer service program – aptly named ActiveCare – has proven so successful, we’re sharing our three founding principles to delivering top tier customer support.

Uncompromising Quality Assurance

You can have the most innovative product in the world, but if you don’t have the most qualified people delivering it, it’s simply not going to make an impact. Active Screening makes an impact because it recruits and selects only the most skilled and experienced research and verification specialists to implement its tools. We put our team members through the same type of thorough background check our clients use to vet their applicants. To earn the title of Active Screening Research Specialist, employees must go through rigorous testing procedures and meet multiple guidelines to ensure the information they are reporting is accurate and collected within the confines of the law.

Best in Class Customer Support

Isn’t it super annoying when you have a question about a product or you’re having tech issues and you can’t. get. anyone. on. the. phone??!! Or an email seeking support gets an automated response that it will take 24 hours for someone to get back to

you. Or a tweet directs you to call the 1-800 number that no one ever answers??!! That simply does not happen at Active Screening. We offer full resolution to most of your needs within 8 business hours and promise to respond to your requests within 4 business hours. Beyond that, we offer a live call center and extended support hours. We’re also really proud to offer live chat support so you can ‘speak’ with an Active Screening team member straight from your computer (because we know you spend so much time with it in front of you, anyway!).

Unparalleled Industry Knowledge

Earlier this year, we introduced you to some of our dynamic team members. Although their backgrounds differ, there is one thing they have in common – an insane amount of insider knowledge about the screening industry. That’s the thing about working with Active Screening – you are partnering with people who believe in the power of protecting your employees through background checks. Investigating employees, volunteers, interns, coaches, and pastors is not simply a job for us – we know that we are your baseline defense to keep bad hires out of your company.

That determination has also helped spur some of our most technologically advanced screening tools like ACTivate Platform, our Single Sign-On Solution.

The great thing about these principles is that they can be adapted to various industries. And we encourage other firms in the screening industry to adopt top tier customer service practices as well. It will only work to strengthen our industry and bolster the crucial services we provide to help keep workplaces safe.

This entry was posted in Background Screening, General, Global Solutions, Human Resources, Industry Solutions and tagged , , , , , , , , by Patricia Carlson. Bookmark the permalink.

Patricia Carlson is a content writer who specializes in B2C and B2B inbound marketing. She blogs regularly for clients about the background screening and finance industries, and generates newsletters, white papers and email campaigns for a variety of businesses. Patricia also produces a heavy rotation of editorial material for home design, law enforcement, and family magazines. She’s been writing professionally for more than a dozen years, and for Active Screening for more than two of those. Check out LinkedIn for a roster of Patricia's clients and links to published works. When she’s not interviewing sources or researching trends, she’s living a fast-paced Florida life questioning the antics of her two young children, partner and mischievous cat. Patricia loves to talk tennis and TV on Twitter - give her a shout @pattycfreelance.
Active ScreeningBarbara S.
Healthcare Industry

"Here at Holland Hospital, we have been extremely pleased with Active Screening. The report results come back quickly, usually within 24 hours or less.  The staff at Active Screening is easy accessible, knowledgeable and responds to our questions promptly."

Active ScreeningLynn C. Staffing Industry

"Benton Mobley has been and remains my Main point of contact at Active Screening from the beginning; so aside from the comfort of dealing with the same person all these years, there is the most important fact of all;  customer satisfaction. Benton knows the business like the back of his hand; and that is what we need in our fast paced industry of staffing. He is the all-time BEST!  MY employer, Leslie, believes in the notion that great service deserves to be rewarded, so we are here for the duration.We get immediate and personalized attention for any and all concerns we need addressed, and in the staffing industry, this is vital."

Active ScreeningCayce R. Education Industry

"My experience working with Active Screening for our background check process has been very positive.  The reports are almost always completed in a very timely fashion. The information reported appears to be very thorough and accurate.  On the rare occasions that we have questions or problems, the customer service team is always very quick to respond and resolve the issue.  Overall, I am very pleased with the service I receive from Active Screening."

Active ScreeningCraig H. Staffing Industry

"Your customer service is excellent.  The turn around time on background checks is quite fast.  Excellent work.  I haven't had a single problem."

Active ScreeningJackie C. Education Industry

"I wanted to thank you and your staff for being so patient and working so diligently with the Human Resources staff during our recent endeavor to process all of our work study students through background screenings.  We have never had to process so many requests within such a short period of time before, but thanks to you and your staff we made it. Again thank you, we made a good choice in selecting Active Screening."

Active ScreeningLindsey W.  Financial Industry

"I wanted to share my appreciation for your wonderful service...switching background screening companies could have been a stressful task, but your company made the transition seamless. Your website was extremely easy to navigate and the turn around time has been great. I appreciate when information is missing or entered incorrectly during ordering, your company notifies me right away to ensure that my error does not hold the reports results, causing us a delay in hiring an individual...Active Screening has been great to us and I would definitely refer them to others."

Active ScreeningTerry S. Property Management

"Working with Active Screening over the last year and half has been a wonderful experience. They deliver fast and informative results at the best price. Their level of professionalism and the speed they respond to our issues is a benefit that any company can value from. I would highly recommend using Active Screening and their amazing team."

Active ScreeningYulesis D.  Staffing Industry

“Interactive Response Technologies (IRT) has more than 2,000 employees at multiple locations across the United States. IRT has been using Active Screening to conduct criminal background checks since 2006. During this time, Active Screening has consistently returned accurate reports, usually with less than 48 hours turnaround. If there are any problems or inconsistencies with the reports, their staff has called to notify us so that we can attempt to rectify the situation. The staff at Active Screening is always courteous and congenial over the phone. In our opinion, Active Screening is outstanding.”

Active ScreeningAndy N. Software Provider

 "Active Screening has helped us screen our applicants in record time for more than two years.... we are very impressed with the professionalism and speed with which their service team responds to our questions. They understand our needs and are a pleasure to work with. I highly recommend them."

Active ScreeningCassie J. Staffing Industry

"The Active Screening team is very informative; they provided a complete consultation on all the services, so I understood what I needed, and saved me hours and hours of my time learning the various services. Their reputation, as being on the cutting edge of employment screening best practices, certainly held true in this instance. The expertise they brought to the table was invaluable to our understanding of our applicants backgrounds. I highly recommend Active Screening to anyone with the task of screening large numbers of applicants and needing reliable customer support."

Active Screening

With over 20 years of law enforcement experience I can attest to the fact that the strongest predictor of future criminal behavior is a person’s criminal history. As the manager of campus safety at my church, I depend on Active Screening to provide a thorough assessment of every criminal history background check we request. For more than 3 years, Active Screening has been faithful to this task with timely, accurate and reliable service.

Active Screening

We have benefited from knowing that we are not exposing the communities we work with or ourselves to unnecessary risk. We continue to have a perfect record in that we have never had a serious incident with a trip participant causing harm or acting inappropriately with any community member or fellow team member- thank goodness!

Active Screening

I would highly recommend any association or organization who conducts background checks to use Active Screening. In addition to my involvement with WAHA, I am an officer in a corporation with over 500 employees who provide treatment, mental health, and correctional services for children and adolescents. Our company is mandated by law to do comprehensive background searches and I can say with the utmost sincerity that Active Screening product rivals that of any government or other private sector process.

Active Screening

We have used Active Screening and their solution VERITY to screen all our coaches and volunteers working with youth. The online system gives us an easy and cost-effective solution to collecting forms and payments from our applicants...and we simply login to view the results of who passed or failed. It's so easy....thank you Active Screening.