Brand Care. It’s all about your brand… and our passion.
With your brand and our passion, we’ll drive sales and loyalty by “speaking your brand” with every customer interaction. We call it Brand Care. You’ll call it “only Global Response.”
Our Brand Care Specialists care about maintaining your brand as much as you do. They think of themselves as working for you and your brand, not just for Global Response. On the call-center floor, Brand Care Specialists are surrounded by your brand and often receive your products and services to become even more familiar with them and to be able to speak from experience when advising customers.
Training and QA support brand care
Our in-depth call center agent training programs and detailed QA procedures ensure we understand you and your customers’ needs and consistently deliver outstanding service that follows your policies and procedures.
Because our specialists speak your brand as well as you do, we can help you handle a much higher volume of calls. Doing that increases transactions and revenue, and fosters loyalty by maintaining the brand personality you’ve worked so hard to establish. It also means we’re more successful at upselling and cross-selling, because we understand your customers and can suggest products that are right for them.
How we “speak your brand”
We go above and beyond to learn about your brand, identify with it, and discover a passion for it, so that when we talk to your customers, they get the same experience they’d get talking to you.
Here are some elements of the brand-care practices we follow that enable us to effectively communicate and strengthen your brand.
- Better recruiting—Experienced recruiters, a tightly run and well-developed HR department headed up by a 25-year veteran HR executive, over three decades of experience in recruiting, a focus on recruiting the right personalities for the right brand, a policy of recruiting for retention, and well-documented testing procedures.
- Better training—Dedicated trainers, on-site classroom training, e-learning, well-documented training processes. We work closely with you to develop the right training processes, oftentimes sending agents to your headquarters or training facilities to train them in the brand values and immerse them in the brand personality.
- More experience—In business for four decades, trusted by many of the world’s leading global brands, we provide a wealth of valuable insights gained from our years of experience with similar projects.
- The right technology—Integration enables our specialists to use the same systems you are using in-house, so that everyone is on the same platform. Having the right tools and technology empowers our people to perform better and deliver a smooth, informed, “high-touch” customer interaction.
- Systems and processes—Workforce management, experienced project managers and command chain, quality assurance, call monitoring and scoring, reporting and analytics.