Straightforward. Energized. Personal. Premier Customer Experience, creating long-lasting relationships, across every conversation, with our professional and customer experienced tenured teams.

customer care
customer care engagement center services

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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