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discuss the specifics of your project 1-888-673-4650 x.3844 or contact us and let us know how we can help.
Customer Service
Quality customer service starts with the screening
process of new hires. Not only do we look at qualifications, we
look at personalities. If we perceive that person as "the glass is
half empty type", chances are that person is not going any further
in the hiring process. Generally speaking, customers are calling
regarding shipping or payment issues, are wanting more information
about the product or simply did not understand an offer as it was
presented. Regardless of the customers' needs, it is essential
that we have the right individual to ensure the consistency and
promotion of your brand.
 Once we have the right individual the initial training involves
their having a thorough understanding of our system. Because phone
calls are one of the most expensive components of fulfillment, it
is imperative that the agent can immediately retrieve the
information needed to address the customer's needs.
The next step in the training process deals with product
training. The agent is first versed on the offer itself and the
demographics of the customer who is most likely going to purchase
that product. There is close involvement with sales and marketing
during this stage to ensure that everyone is on the same page.
After all, if the customer is calling in they have either
purchased the product or are thinking about purchasing the
product. There is no better time to either close the sale or
reinforce the purchasing decision than when you have the customer
on the phone.
Part of the strategy in running an efficient call center
is agent clustering or the grouping of agents to handle a specific
product or type of customer. More experienced agents handle the
more difficult product or customer type. In order to encourage
agents to acquire new customer service skills, new agents are
level 1 and when they acquire the skills necessary, are moved on
to a higher level. At all levels, the objective of the agent is to
win the trust and respect of the customer.
Customer service provides essential feedback. Not only
is this feedback important to our clients, it is important to how
we manage our operations. Customer complaints and questions go
into service tracks that are reported to the client as well as
being used for future training of rookies and veteran agents.
Our call center allows our clients to schedule specific customer service hours between the hours of 7 AM to 10 PM on Mondays through Fridays; 8 AM to 6 PM on Saturdays; and 9 AM to 5 PM on Sundays - with after hours messaging service available to handle after-hours callers. ThreeSource can provide up to the minute phone
service statistics for any hour, day, week, month or year through
our PrairieFyre phone system software. Additionally, ThreeSource does
not charge for queue time. If we're not connected, we're not
charging. Our clients can rest assured that contingency plans
are in place for unexpected events such as power outages or call
volume spikes.
ThreeSource handles all payment options. We also work with our
clients to establish return and exchange policies that make sense
in order to minimize the cost per order. We are dedicated
to making your Direct Response Campaign a success!
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