To make sure we are getting the results you want, our Project Managers maintain close and continued communication with you. Day in and day out, we will discuss people, metrics and all the drivers that influence your program. We strive to create exceptional customer experience, which we can achieve by harnessing this strong sense of teamwork and partnership.
The first step in the process is assembling the team. The team is comprised of employees from both companies 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 and begin the process of conveying and assimilating 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 get the same experience they would get talking to you. We want to know the history of your brand, how and where your products are made, understand all the services you provide and actively participate in your mission. Beyond the product itself, we want to learn about your customers and help you build the journey your customers expect from you.
When we understand your mission, we can transfer this knowledge into the recruitment, training and implementation processes. We will select the right profile when hiring your potential Brand Specialist, and develop training methods and materials that reflect your brand’s voice. Forecasts of call volume are analyzed, service levels are set and previous history is studied. Our gained brand will allow us to make recommendations that can maximize efficiency and contribute to our common goal.
This is how our partnership generates results that truly enhance your customer’s experience:
Reporting criteria, methods and management practices are established. We offer true insight and ensure continued improvement based on the trends we see.
Quality Assurance standards are put into place. We partner with you for calibration sessions which are key to maintaining true brand representation. Coaching and ongoing training are incorporated into our day-to-day activities.
Escalation hierarchies are established so we know the right questions are being handled by the right teams, promoting efficiency.
Our home is your home: we will go through a process of transformation where the workplace begins 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 true 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.