Efficiency, Accountability, Transparency and Ethics In Our Contact Center
Posted by scott bell on Wed, Jan 26, 2011 @ 01:23 PM
Our clients mean the world to us and when we get notes of kudos from them we like to share it with our entire staff. An executive of one of our airline client partners emailed us this week and we shared it across the organization – We’re sharing it here in our blog slightly paraphrased:
“I’m getting good positive customer feedback from customer relations who also mentioned that they have really enjoyed working with you guys. Kudos! Please thank the staff on our behalf…”
We sign on the line of our client Agreements that we will uphold a certain and specific high level of service. There is nothing subtle about these Agreements. They are exceedingly thorough documents that govern our relationships with some to the world’s biggest travel brands. If we don’t deliver on our commitment – we get fired. Service Level Standards are the ultimate measure of efficiency and accountability.
Running a contact center service provider business isn’t easy but we have never been fired. This of course has quite a lot to do with the fact that we run a very good operation. Our operation is powered by good technology and great people. Our clients renew their Agreements with us largely because we deliver on our Service Levels to the letter of the Agreement but they renew perhaps more because of the levels of transparency and ethics that we offer and operate at.
As for transparency, our client’s interests are aligned with ours in that we agree together on a cost structure and then provide clients with a true open book of those costs. When we talk about ethics - we have many anecdotes and examples that exemplify our business ethics. But ethics really start with the kind of people that we hire. Our turnover rate is less than 10% which is well below the industry standard of 20%+ We achieve this by being very picky about who we hire and that means we strive to hire people that feel as strongly about ethical behavior as our owner and leadership.
Our volume of calls is up most impressively over last year for a variety of good reasons and in such an environment we love the challenge of performing above and beyond to our service level commitments.
“Accept the challenges so that you may feel the exhilaration of victory."
--George S. Patton Jr.,
American Army general