OUR SECRET SAUCE
Everyone needs a reason to get out of bed in the morning. A purpose, a mission, something bigger than themselves that is both exceptionally challenging and equally rewarding. For us, it’s a simple idea that requires maximum effort to produce life-changing results. When we pour so much LOVE into our staff, it overflows in abundance in the Customer Experience. Here’s how we do it.
LISTEN attentively to our employees and your customers to understand their perception.
Take OWNership of that perception as if we were personally invested… because we are.
Be respectful to our employees and your customers so they feel VALUEd and appreciated.
ENGAGE them in a productive conversation that will nurture an ongoing relationship.
CHOOSING THE BEST TALENT
WE’ve DEVELOPED A UNIQUE, semi-Automated SYSTEM TO ATTRACT, SCREEN, AND HIRE THE BEST PERSONALITIES, QUICKLY
- We invest wisely in recruiting ads on specific online job sites to scale quickly with the right talent.
- We identify the most motivated and genuinely hospitable personalities through a rigorous screening process.
- We learn more about each candidate in 10 minutes, without ever meeting or talking to them, than most seasoned interviewers could learn after hours using old school methods.
- We communicate to every candidate with the push of a button, notifying them of our decision to hire, bench or withdraw consideration.
- We accelerate the onboarding process to ensure new hires can be vetted, trained and on the phones within just a few days.
SETTING THE HIGHEST STANDARDS
WE’ve BUILT AN INTERACTIVE, ONLINE UNIVERSITY TO TRAIN THESE AGENTS HOW TO BE enjoyable, ENGAGING and EFFICIENT
Our 101 courses focus on each aspect of this LOVE model and how to embrace our culture.
Our 201 courses are a collaborative effort between our training team and our clients. This ensures the transactional processes for serving your customers are efficiently executed.
Our 301 courses are designed for our Team Leads and Managers to learn how to mentor and motivate effectively.
Our 401 courses are optional self-study videos from some of the most brilliant minds in the customer service industry.
HOLDING OURSELVES ACCOUNTABLE
WE’VE CREATED DYNAMIC SCORECARDS TO ROUTINELY GRADE EVERY AGENT’S CUSTOMER EXPERIENCE AND TRANSACTIONAL PROCESS
- Our Greeting – how well we initiate each conversation with your customers
- Our Engagement – how well we listen, own, value and engage them
- Our Emotion – how well we display genuine enthusiasm or empathy
- Our Response – how well the customer responds to us (their comfort, confidence & contentment)
- Our Guidance – how well we maintain an efficient rhythm to the call flow
- Our Clarity – how well the customer can hear us without background noise or distortion
- Our Closure – how well we wrap up each conversation with your customers
- Our Transaction – how well we capture and communicate the appropriate data to you
MAINTAINING THE MOMENTUM
OUR PERFORMANCE IS NURTURED BY REWARDING CHARACTER, TUNING MISTAKES AND REMOVING CANCERS
- Our Executives promote relationship building, community and fellowship at all levels.
- Our Employee Relations Ambassadors monitor, mentor and motivate team morale.
- Our Leadership Teams are encouraged to publicly recognize and reward frequently.
- Our Training Teams work closely with our QA Teams to find and coach mistakes.
- Our Human Resources Team documents infractions to catch trends before they fester.