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.

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