Why Customer Service Still Matters in Background Screening

Since 1984, Verified Credentials has maintained a firm belief that customer service is the key to long-lasting client relationships, word-of-mouth referrals, and a better understanding of industry needs. As we continue to develop new user-friendly technology, high-quality live customer service is an indispensable pillar of our background screening services that we are just as committed to today as the day we were founded.

Our support model is built around providing fast, human, and effective service, with immediate access to live support, high first-contact resolution, and a strong focus on continuous improvement through automation and client feedback.

Product trained and 100% U.S.-based

We mean what we say, but we evaluated the data and are ready to share the numbers to prove it.

75% first contact resolution

Our client support team is fully dedicated to providing you with quick, accurate answers so you can make confident background screening decisions without wasting time. Three out of four client inquiries are fully resolved in a single interaction, minimizing back-and-forth and delays.

95% of calls answered live in 15 seconds or less

When customers call for support, they are quickly connected to a live representative. 95% of client calls are answered by our team within 3 rings.

Multi-channel responsiveness 

In addition to quick and accurate phone interactions, our client support team is dedicated to providing quick and accurate responses via chat and email as well. We aim to respond to chat messages within 1 minute and most emails within 1 hour.

Our dedication to continued improvement

We credit our client support as one of the primary reasons for our average client tenure of five or more years. Our support team undergoes extensive training to help our clients answer questions quickly and accurately.

At Verified Credentials, we understand that our clients are the glue that holds everything together. That’s why we prioritize responsive support and continued partnership long after services are purchased. Although we take great pride in our knowledgeable customer service, accessibility, and response times, our work is never done.

Even after four decades, our practices and customer service are shaped by client feedback and a drive to pioneer the background screening industry. We continue to invest in automation and platform improvements to make support even faster and easier for clients. Over time, we aim to improve first-contact resolution with our live customer service team and create an even better client experience.