Artboard 18.png

Happy agents provide better service

Live phone service is an art as much as a science. Agents that are more satisfied, longer tenured, better skilled, have the right tools and work in a positive environment have more efficient talk times, better one-call resolutions and significantly higher customer satisfaction ratings.

Our mission is to retain and advance the careers of our employees. We have a 5,000 square foot training center with industry-leading training tools and really good coffee. Our new hire training is comprehensive and our ongoing skills reinforcement and upskill training opportunities are equally strong.

On the leading edge of technology

Today’s customer relationships are driven by the expectation of personalized and responsive service. With the rising trends of cloud-based services, machine learning, data analytics, artificial intelligence, multi-channel service and conversational commerce, the world of contact center technologies has been taken by storm and Fortuity is at the forefront.

We use the best contact center technologies available including Five9, Verint, Salesforce, dual redundant fiber networks and natural gas backup generator power. We can seamlessly blend multiple service channels and integrate automated and in-person service to best serve your customers.

Fortuity uses state-of-the art technology to deliver an experience that meets the expectations of today’s customer when, where and how they want.

Better quality doesn’t mean higher costs

Contact center turnover is expensive, and it reduces the quality and consistency of service. Employee satisfaction is equally important, because distracted agents can’t listen as well and won’t try as hard for the customer. Lowest-price, high turnover call centers are forced to spend less money on their employees, and it shows in the poor quality of their service. We provide the right level of service, and our Total Cost compares very favorably against lowest-price, low-quality providers.

“Fortuity is making a positive difference in Columbus. Their creative approach can be the right fit for your customers in our community and beyond.”
— Gregory S. Lashutka, Former Mayor of Columbus