THE DTI DIFFERENCE
Top-Down Commitment
Dan Duschene and Tim Wolfe — Dan Duschene and Tim Wolfe are the principals of DTI, and it’s their work ethic and attention to detail that sets the precedent for the entire DTI staff. Dan and Tim are at the operations center every day at 6:00 am to ensure complete customer satisfaction and peak operating performance. At most fulfillment companies, the management team is not onsite, which creates a vastly different tone for the work environment and can result in sub-par service. At DTI, this is never an issue. Dan and Tim make sure of it.
Retention and Training — High turnover kills reliability and productivity. The average DTI employee has been with the company for more than six years, which is unheard of in the fulfillment and customer care industry. To make sure all employees get started on the right foot, each new DTI team member receives rigorous training, evaluation for certification, and an experienced “buddy” to promote learning and adoption of company values.
Quality and Performance Assurance — DTI captures metrics on every aspect of service and reviews them each day. Every member of the service team is aware of objectives and is accountable to the entire team, not just management. Shared goals and tenacious commitment to quality and performance is a hallmark of the company.