Mission Statement
The Consumer Services Department mission is to provide a professional,
consistent, positive experience for all customers who utilize our services. We
will maintain this level of performance by consistently reassessing
our procedures and ensuring we are doing all we can for our customers.
Our Approach
Our customers are your customers and we treat them all with that in mind. Our
approach is to provide a customer experience that is both exceptional
and consistent so that our customers can count on us. Our training
and monitoring programs are designed to provide our agents with the information
and skills necessary to provide a consistently high level of service.
Design
The call center is manned from 9 am – 9 pm, your local time, 7 days a
week, 362 days a year (closed Thanksgiving Day, Christmas Day, and
New Years Day). We also provide Interactive Voice Response (IVR) which offers 24-hour automated service.
Other features of our call center include:
- Dedicated training rooms that allow tremendous flexibility. This allows us to conduct new hire training at the same time we conduct continuing education sessions. These rooms are wired identical to our call center and can become agent stations when volume requires it.
- An established Quality Assurance Commission Program that involves constant monitoring of our staff with rewards for high quality of service.
- A full-time agent base that is hired based on proven quality of work standards. This group provides stability and consistency on a daily basis and is utilized for new hire training.
- Bilingual (Spanish) agents available. Transactional Spanish IVR currently under development.
- Venue of the Month program that highlights a new, or existing, venue to the call center staff.
- Employee of the Month program that identifies and rewards a Call Center employee for exceptional performance.
- Full-time supervisor staff on premises at all hours of operation.
- On-site order fulfillment department.
