Customer Service, customer care experience
During my 15 years of experience in the changing world of Contact Centers, I have been able to see first-hand the evolution that the Customer Service Outsourcing industry has had, where the barrier that labels us as a client and company service provider has become less visible.
Based on the experience I have had at Allied Global; I believe there are four key pillars to operating a successful and productive Customer Service Account:
1. Choose a good Ally that is transparent: Allied Global's corporate policy is TOTAL transparency. We do not hide anything from our client to assure that we, as a company, have a clear integrity policy, adhering to our values. This policy allows us to build a relationship based on trust and build solutions together.
With a company culture, you can build a pleasant environment where the Contact Center Representatives or Advisors feel not only part of Allied Global, but also of the company for whom we provide the services. This allows us to control the staff attrition, which translates into better results for our client. We must remember that, for the final customer, the service agent who answers the call represents the contractor and, therefore, must feel identified with it to provide a better service.
Success, therefore, occurs when there is a true alliance that reaps a long-term relationship. Real teamwork forms when the connection is based on trust, transparency, communication, a shared culture, and teamwork. This work strategy has helped us grow over the years hand-in-hand with many of our clients. When we achieve synergy, we can learn together, and through innovation and a genuinely committed, trained, and motivated team, we migrate from Customer Service to Customer Experience, offering a better experience to the end-user, which is the desired result.