Our founder, Herman Shooster, said it best: “We know that our clients are as proud of their own companies as we are of ours. And just as we work hard to protect and promote our company, we work just as hard to do the same for yours. That’s why we call ourselves the Brand Care people. Your Brand is our business, and we are passionate about our business.”
Our company culture has evolved as we approach 50 years of service, but it has always required both Brand Specialists and client partners to become engaged in the process. Both must become active and willing participants in projecting passion for the brand image.
Success can be measured by the loyalty of the customer, the development of a long-standing contact center support team and the willingness of the client to build on the relationship with the contact center.
The culture of an organization affects everything and everyone that works in or is touched by it. But this all important context is not something that lends itself to quantification. One significant measure is the loyalty of clients and employees.
Our employee retention rate is far above the industry average and some of our clients seem to enjoy working with us so much they often open offices in our facilities. Einstein said it best: “Not everything that matters can be counted, and not everything that can be counted matters.”
It’s the intangibles that make a great Culture; it’s the People that make it thrive.
With our commitment to our Brand and client-centric approach, Global Response has developed a core set of intangible attributes. These attributes are the cornerstone of our success for our clients. They enable us to immerse our dedicated team in your culture and processes, developing Brand Specialists’ passion for your business. The result: a gratifying customer experience.
Passion for your Brand: Our culture is built around the Brands we represent. We are very selective about our partners, seeking clients with whom we share a common culture. Global Response focuses on the Brand with a dedicated team of Brand Specialists and management. Our collaborative process ensures our efforts align with the Voice of the Brand, letting us embrace the Brand promise as our own.
Flexibility: Although our clients share a common passion and customer-first culture, each comes with their own systems, processes, needs and challenges. Agility is built into everything we do. Our clients come to us with many different systems for e-commerce, customer relationship management (CRM), order management (OMS), phone, mail, chat, email and social media monitoring that require us to integrate with their platforms. We acclimate to new initiatives and business practices. We also adapt to dynamic volume, seasonal trends and unexpected occurrences.
Driven by people. Powered by passion. Global Response’s commitment to achieving a productive atmosphere is evident throughout our culture.
Our business is about people… and relationships. People are the foundation of our business. The operation of our contact center revolves around human interactions. Our Brand Specialists forge relationships with customers that drive sales, nurture loyalty and boost lifetime customer value. We are on the front lines of the customer experience every day, gaining valuable insight into the voice of the customer and supporting the customer-Brand relationship.
Everyone is valued. Our company culture is centered on our Brand Specialists, who make a commitment to be part of a team organized around a Brand. Every Brand Specialist is recruited, trained and developed to faithfully represent the world’s most trusted brands. Every Brand Specialist is supported by project managers, supervisors, trainers, workforce analysts and technology, which gives them the confidence to “speak the Brand.”
Pride in what we do. A Brand is a promise to its customers. We take great pride in being a part of that promise. Our Brand Specialists enjoy interacting with customers, personifying the Brand and its core values. We listen, have conversations and respond to customer needs. We answer questions and solve problems. We help tell the Brand story through customer care. We value every phone call, chat, email and social media response as an opportunity to create a memorable customer experience. Your Brand. Our passion.