Call Center Management Featured Article
Call Center Management: Call Center Agent Awarded Super Agent Award
The Super-Agent Award is given monthly to the Sound Telecom call center employee with the highest call quality scores. The month of April was the most competitive on record for the Super-Agent Award as Sound Telecom produced four agents that had 97 percent or better quality scores. Phil Visnaw, Sound Telecom Agent was given the award with an overall score of 98.65 percent.
Sound Telecom's incentive program monitors and scores calls to provide its customers with the best service possible for every single call. Since implementing this incentive program years ago, Sound Telecom has seen continuous improvement in its agent quality scores.
Visnaw has been with Sound Telecom since 2001, and during his tenure, has received multiple 100 percent quality scores and many client compliments. Visnaw’s success can be attributed to his natural desire to provide exceptional customer service and to Sound Telecom’s call monitoring department. The monitoring department was reorganized in 2008 with a goal of reorganization to develop a better way to proactively monitor calls and get quality ratings and feedback to the agents in a timely manner.
James Rader, Operations Manager for Sound Telecom, said, “Phil is the epitome of a customer service representative. He is a very reliable agent and top-notch customer service representative. His dedication to providing superlative service for our clients provides a great example for other agents and sets the bar high.”
According to Rader, Visnaw has been consistently chosen to be a “buddy” for new employees. A “buddy” is a more experienced call center agent that sits with a new agent. The program provides the new agent a mentor that can assist with any questions and difficult calls, and it helps new employees acclimate to the very busy call environment.
Visnwa’s years of experience at Sound Telecom have taught him to be thorough with callers and he is often commended for his outstanding call quality.
“Our monitoring department has been instrumental in finding areas that I could improve upon and our training team takes the time to go over each quality review with me personally. They show me how to implement these improvements and maintain my quality levels,” he said.
Edited by Rich Steeves