A detailed approach to feedback
Communication is the key to forging a strong relationship. We have systems in place to ensure that what happens on the front lines gets reported back to you in a consistent, ongoing basis.
It begins with accountability. We train our agents in thorough note taking procedures to provide clear, concise reporting on each touch point with members and customers. Through this communication we’re able to identify moments of friction in our processes, and learn from our challenges and successes.
Next, we enlist a procedure of rapid escalation feedback, which promotes a virtual real-time feedback channel that enables all parties to identify trends, risks and technical issues, and respond in time to take action.
There’s a reason we’ve found success for over five decades, and that’s because we treat our call center services not as a commodity product but rather as a superior solution for satisfying your members and building brand loyalty.