CASE STUDY
To continue to provide superior customer and client experiences , we also recently modernized our legacy on-premises call center to drive streamlined and digital interactions , including traditional phone calls , SMS text messages , online chats , and other channels .
WHAT ARE YOUR RECOMMENDATIONS TO OTHER CONTACT CENTERS THAT ARE LOOKING TO FOLLOW IN YOUR FOOTSTEPS ?
A : We aim to be a partner and provider of choice , known for offering exceptional solutions and experiences for financial professionals , customers , partners , and associates .
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If you are like me , we have read scores of articles telling us the right way to handle the critical components of people , process , and technology and what your company ’ s priorities should be .
I would like to suggest we all take a deep breath and focus on the following : your customers , your employees , and the technology that will enable an interaction to be a pleasant and profitable experience .
Why do customers contact your company ? My theory is simple . You have what they need at the right price , the contact method of their choice and deliver what they want in the timeframe they expect .
"... THE JOB DESCRIPTION ... MUST CLEARLY INDICATE REMOTE IN THE TITLE OF THE POSITION YOU ARE LOOKING TO FILL ..."
" WE WANT TO CONTINUE TO BE A PLACE WHERE PEOPLE WANT TO WORK ..."
It is imperative for us to provide accurate and consistent information to customers and financial professionals , including comprehensive explanations of policies and benefits .
We ensure our call center associates are trained to assist in those cases , placing importance on a high level of service as an industry leader . We have benefitted immensely from providing resources and increasing career advancement opportunities for associates . This focus has helped us maintain excellent customer service and a lower-than-average industry turnover rate .
Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached at brendan @ contactcenterpipeline . com .
MANAGEMENT
What this means for your employees is also simple . That they have the resources they need at their fingertips , are empowered to make it happen , and understand that their primary responsibility is to make your customers happy .
Remember to “ Think Like a Customer ” and that happy employees mean happy customers !
If you would like to contact Laura , you can reach her at lsikorski @ earthlink . net .
Brendan Read is Editor of Contact Center Pipeline . He has been covering and working in customer service and sales and for contact center companies for most of his career . Brendan has edited and written for leading industry publications and has been an industry analyst . He also has authored and co-authored books on contact center design , customer support , and working from home . Brendan can be reached at brendan @ contactcenterpipeline . com .
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