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Scoring Valuable Customer Service Lessons at Our Team Offsite Training

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Virtual Incentives prides itself on offering both our clients and reward recipients best in class customer service.  We are continually educating our teams on best practice techniques, as well as providing them with the necessary tools and knowledge to provide the highest level of support.

Recently we conducted one of our quarterly team offsite training events to introduce our Virtual Reward Center’s (VRC) new in-house name, “The Reward Recipient Experience Team.” This department title better depicts the work our Call Center Representatives (CSRs) do as a team to ensure our clients receive the best customer service possible.

The event included learning sessions reenforcing Virtual Incentives customer service foundational steps:

  • Be an active listener
  • Be positive
  • Smile when talking on the phone
  • Show empathy
  • Don’t be afraid to engage in small talk

Virtual Incentives continually promotes the benefits of taking our time with customer service call so our teams can fully understand the questions and concerns being discussed.  An average call center CSR fields anywhere from 40 to 60 calls per day.  Our VRC team only take 10 to 30!  This allows each CSR to dedicate the appropriate amount of time on each and every call.

During the event, we also stressed the importance of Net Promoter Score (NPS) and why we’ve incorporated this into our business strategy. NPS is a way for us to measure a reward recipient’s satisfaction benchmark with their CSR. Scores are measured with a single question survey that the recipient completes at the end of their call and we continually use this feedback mechanism into the call center strategy because it provides the following benefits:

  • Helps evaluate how well each CSR is doing via phone communication
  • Gives the company vital recipient feedback
  • Identifies areas of improvement
  • Enhances brand marketing

Beyond NPS, the business also introduced a new internal recognition program for the call center teams.  This program will reward the Reward Recipient Experience Team and all of their hard work to make Virtual Incentives the industry leader in customer service. Each month, every team member will have the opportunity to recognize one of their peers for their outstanding work. The business is excited to see the team apply the learnings, enjoy the success and continue to work together to give real meaning to the name “Reward Recipient Experience Team”.

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