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Call Center Success

Over the last few years the trend in call centers is to keep the operation at home. Why? Because companies are realizing that a well-run call center is a core element of customer service and, more importantly, customer loyalty. All of that translates into customer retention and even lower costs for new customer acquisition.

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It all sounds nice, but just keeping a call center domestic is not enough. How do you turn a “requirement” of fielding customer calls into a competitive advantage? That’s where Tracy Learning can make all the difference. We’ll take you through a step-by-step Process to ensure that you have the right infrastructure, metrics and training to transform your call center in to an amazing marketing weapon.

Here are just a few of the high points of what you will experience. For more details, we can talk.

Assessment

We will perform a detailed assessment of your organization, from a customer loyalty perspective. We ensure front line, customer service reps, and upper management, have the message, vision and priorities in alignment. Are there gaps in performance at any level? What about bottlenecks in your support processes? What are the attitudes, daily focus and even skill levels throughout the organization? In order to achieve success, it’s important that all aspects of your customer’s experience are aligned and tuned to allow success to take place.

Metric Development

There is an old adage that people tend to do what you inspect, not what you expect. That is especially true in a customer support environment. All too often companies measure what is easiest to track, not what is vital to the organization. Our experts will work closely with your team to ensure that the metrics your people are measured by will produce the results that not only you are looking for, but your customers as well.

Training Deployment

Beyond the standard “put the customer first” training (which we do very well) there is a great deal more that goes into developing a loyal customer that will recommend your company, products and services to others. Our unique process and training courses will help solve customer concerns, and truly raise customer satisfaction levels to new heights. Our courses such as Systematic Problem Solving have saved millions for companies such as Hewlett-Packard, AeroJet and others – and we can do the same for you.

System Support

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Once the initial training begins, we add additional training for management to support the systems and processes now in place. We’ll also help you develop support events that will reinforce the education received by each customer representative and allow them to further hone their skills.

 

To learn more, talk to a consultant or get a quote contact us directly by calling

801.602.5033

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