For many companies, goals are the compass by which they operate and move through the business world. Without them, how do you know where you’re headed? How do you know when it’s time to celebrate and pop some bubbly – or perhaps, re-group and try again? At Centris, our goals focus on three main areas: people, leadership and our clients.
As a contact center, we are in the people business. This was true the moment we formed the company – and it’s true every day that we operate. Our “people” include our employees as well as the clients’ customers that contact us.
Starting with our employees, we will continue to find and hire the most qualified people to man the front lines. We will continue to offer a supportive, professional, fun and rewarding experience for all of our employees. We will also offer our support and guidance for their personal and professional goals, whether they hope to obtain a college degree or grow within our company.
As for the people who contact us – this past year, we implemented a new company motto: We Work for Kudos. And this really sums up what we are about and how we operate. We are determined to end each customer contact with a pat on the back, a thumbs up, a thank you, or a compliment. Not only do we want to resolve any issue a customer has, we want it to be the best call center experience they’ve ever had.
Second, we will continue our efforts to strengthen our leadership skills. It is our belief that leadership is the catalyst for performance and the most important differentiators in the marketplace. We have placed a premium on making sure our managers and supervisors have the necessary ongoing training and mentoring that will allow them to excel.
Finally, we will continue to keep our clients in mind at all times and in all decisions we make. Not only do we want to service their customers in a professional, friendly manner, we also want to help our clients grow their business by providing comprehensive, customer intelligence.
Our Customer Service Representatives (CSR’s) are engaged with our client’s customers on a daily basis and as such, they are hearing and seeing the reasons for the customer to initiate contact. Are they irritated over one particular thing? Is there a process the client could implement that would help their customers?
This type of information is crucial to the client and a gold mine of opportunities to correct and implement changes. As such, Centris will continue the process of call disposition, whereby key information is funneled back to the client, so they are able to improve their product and/or services.
It is a new year, and we are excited about what we are doing and where we are going. We are thankful for our clients, partners and employees and look forward to new opportunities in 2015.
