At Centris, our motto is “We work for Kudos” and this is reflected throughout our entire organization. From upper management to Supervisors to Customer Service Representatives, every Centris employee looks for ways to earn that “thumbs up.”
Nowhere is this more evident than on the front lines. Thousands of calls reach our contact centers on a daily basis and this is where most of the kudos are handed out. We take immense pride in our CSR’s, who are trained and supervised to provide the utmost care to the customer. If the customer is thrilled with their interaction, we’re thrilled. It really is as simple as that.
While each of our clients have guidelines and protocol that a CSR must follow, we also encourage our CSR’s to do what’s necessary to go above and beyond. You’ll find plenty of debate throughout the call center community regarding going “off script” – should they, shouldn’t they, how and when should they?
At Centris, we’ve hired the best and the brightest to take your customers’ calls, and with that, we’ve placed a tremendous amount of trust in their judgment. So when Ms. Alvarez called to verify that her insurance policy was still active, our CSR, Jose, did something extra special. Listen to the call … and since Ms. Alvarez may not want the world to know her age or birthday, we edited out her personal information:
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Jose earned kudos for going the extra mile and taking the time to sing Happy Birthday to Ms. Alvarez. She clearly had fun with the call and appreciated the sentiment.
Should the CSR ignore that a customer’s birthday is the next day? Absolutely not. It’s just one example of going the extra mile and a step our employees take thousands of times a day in our contact centers.
And from all of us at Centris, we wish Ms. Alvarez a very happy birthday![/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]
