Straightforward. Energized.Personal. Premier Customer Experience, creating long-lasting relationships, across every conversation, with our professional and customer experienced tenured teams.
Net Promotor Scoring & Quality Customer Experience
- Recruiting based origin of Customer Service Agents
- Integrated testing and interviews centered around successful agent profiling
- Utilization of internal monitoring and coaching feedback along with client observations to drive positive outcomes
- Dedicated training focused on Transactional NPS (tNPS) during new hire classes
- Continuous education curriculum to maintain agent proficiency
- Weekly team discussions surrounding Relationship NPS as well as tNPS results
- Relationship NPS feedback and strategies integrated in weekly partner meetings for strategic development
- Transactional NPS used to drive focused continuous education and individual agent development
- Highly experienced Quality team focused on real time NPS monitoring and agent development
- Utilization of partner based NPS measurement tools as well as internal development capabilities, as needed
- Capability to further drive touch points through Voice Analytics tools
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