Having service representatives that have a passion for customer service, at Customer Impact we do continual 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 do we work with you to deliver to ensure the service rep is able to perform at optimum levels?

	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 your 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 and techniques to minimize AHT (Average Handling Time).
	Call Evaluation scoring each rep with a scoring system set up to encourage optimum performance and customer satisfaction levels.
	An awards program which encourages resolution of your customers questions and develops your required behavior and attitude for the representative.