Account Management and Service Center

Diamond’s account management and service center teams are consistently recognized for their responsiveness, accuracy, and reliability. Our team-based account management approach ensures that you have multiple levels of support at your fingertips.

Account managers support your day-to-day activities and are the main communicators to you and your staff.

Service center team members provide support to the account managers and offer full call-center and data-entry services. Our call-center phone system infrastructure features an integrated module that shows real-time results and individual or group performance statistics, including:

  • Total time on phone
  • Number of calls handled
  • Average call time
  • Idle and unavailable time
  • Average wait time
  • Abandon rate
  • Blockage rate
  • Occupancy rate

Diamond’s account management and service center teams become an extension of our client’s management team, committed to making each program a success.