This Customer Service Director managed the same, high-volume call center for almost 20 years, resulting in increased call center revenue and customer satisfaction and decreased average call time by 30 seconds. This candidate trained over 800 employees in leading customer service techniques and emotional intelligence to better serve customers. The TL;DR version: they really know what they’re doing.
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In last role, improved quality control ratings by managing staff to Key Performance Indicators (KPI’s). 85% of all agents that completed their training program successfully met or exceeded call center sales and customer satisfaction goals for eight years.
Collaborated with Call Center Management staff and delivered a 30% reduction in repeat calls by training staff to focus on “fix-it first” call resolutions.
Partnered with Operational Leadership in development and implementation of company quality plans. Provided insights to equip Supervisors with key coaching opportunities and provided guidance on coaching techniques.