AnswerFirst’s triple bottom line is our collective focus on social well being, environmental well being and profit; it is the foundation for everything we do and who we are as an organization.
When we talk about ‘transparency’ with our clients, it comes from our deeply rooted triple bottom line. Our transparency is interesting to talk about, because virtually no other answering service offers full transparency to its clients. Think about it… we offer all inclusive access to every detail of your account: call recordings, call detail reports, statistics… everything. When we elected to begin doing so, many years ago, the response from the call center community was entirely negative. In fact, numerous CEO’s & Call Center Managers, from other services, told us we were, “crazy for allowing clients to listen to call recordings, un-screened.”
We didn’t agree with them, and we are still here today. And, instead of clients, we have partners.
The simple truth is that, while we provide some quality control by requiring supervisors to listen to random call recordings, it would be impossible for us to listen to every single recording. Yes, the potential for an embarrassing situation could arise, if we had an operator handling a call inappropriately, however, those instances are extremely rare. Why are they so uncommon?
Why do we have little to no fear of being embarrassed by our agents?
We have been able to shape our hiring methods and training procedures to ensure that we hire the right people, identify and isolate agent shortcomings and provide methods for improvement. Since we have this process fine tuned, we are able to ensure our partners that only the finest customer service professionals are answering their calls and interfacing with their clients. It is with confidence that we provide our partners with full transparency and it is this sort of participation with our clients that creates partnerships.
If I don’t provide our potential clients with top-notch customer service from day 1, then why should they trust my company to provide their clients with the same? I hope you found this article helpful, if you have any questions you can contact me on my direct line at AnswerFirst: 813-636-3975 or send an email to: email@example.com
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