Customer Impact has extensive experience in all forms of call centre outsourcing services. This includes outbound and inbound call centre services.

YOUR CHOICE FOR CUSTOMER CARE PROFESSIONALS

Having service representatives that have a passion for customer service, you need to be completing assessments that test: Cognitive Ability, Job Fit, Culture Fit, Behavior, Teamwork and Effective communication skills. We train our representatives to develop these behaviors. So what does the service rep need to perform it?

	Information systems which allow a single view of the Customer
	Education in your company’s culture, procedures, rules and products & services
	Training in how to engage the customer, establish communication, build a relationship, identify the real need and fulfill this need.
	Authority to go with the responsibility of dealing with the customers. That means a full understanding of the organization and how cutting across functional areas influences these issues.
	Team leaders and supervisors, who are constantly in touch with the rep and encourages quality call resolution.
	Call Evaluation scoring each rep with a scoring system set up to encourage First Call Resolution.
	An awards program which encourages resolution of your customers questions and develops your required behavior and attitude for the representative.