Our Brand Managers maintain close and continued communication with you to ensure we achieve the results you want. Day in and day out, we manage people, metrics and all the drivers that influence your brand’s customer service. We strive to create exceptional customer experiences, which we can realize by harnessing a strong sense of teamwork and partnership.
The first step in the process is assembling the team.
The team is comprised of associates from both your company and ours, and includes such disciplines as Training, Marketing, Product Development, Operations, Quality Assurance, Merchandising, IT, Project Management and Human Resources.
Members of the team visit each other’s locations to convey and assimilate into the culture behind the brand.
Our goal is to learn your brand as well as you know it, so that when we talk to your customers, they have the same experience they would have talking to you.
We want to know the history of your brand, how your products are made, understand all the services you provide and actively participate in your mission.
We want to learn about your customers and help you build the journey they expect from you.
Once we understand your mission, we transfer this knowledge into the recruitment, training and implementation processes.
We select the right profile when hiring your potential Brand Specialists, and develop training methods and materials that reflect your brand’s voice.
The team analyzes call volume forecasts, studies historical data and sets service levels.
Our gained knowledge will empower us to make recommendations to maximize efficiency and contribute to our common goal.
Our partnership generates results that enhance your customer’s experience by establishing reporting criteria, processes and management best practices. We offer insights and ensure continued improvement based on the trends we see.
We put Quality Assurance standards in place and partner with you for calibration sessions, which are key to maintaining brand representation. Coaching and ongoing training are incorporated into our day-to-day activities.
Escalation hierarchies are established so the right questions are being handled by the right teams, promoting efficiency.
Our home is your home: We transform the workplace to resemble your own stores, or environment. Banners and posters extol the values of the brand, products are everywhere and Brand Specialists begin to think of themselves as ambassadors of the brand.
All the creative energy and hard work of the combined team is channeled into a few minutes of the best possible customer care. And the reason the most trusted brands trust Global Response becomes clear.