Rachel Ryan
Manager, Contact Center Quality

Q. What's the key thing you want people to know about TMP Direct?

A.  That we will do everything we can to meet your needs.  Your needs become our needs.  It's that simple.

Q. You've been in the customer service industry for 11 years.  Where do you see the industry going today?

A. I think things are looking up.  For a while, many companies relied on cost-cutting measures such as IVRs and customer care outsourced to foreign providers ... and in many cases, it drove customers away.  Now we're seeing a return to the mind set that great customer care turns customers into advocates.  More and more companies are valuing what their customers feel and think again.  It's a great time to be in the customer care industry.

Q. Most TMP Direct clients have been with you for years.  How do you achieve such a high degree of client loyalty?

A. Partly it's because we provide superior customer care.  But it's also because we work hard with clients to understand their expectations, embrace their expectations, then work very hard to exceed those expectations.

Q. What's the secret to handling angry callers?

A.  I think it comes down to three things:  being patient, listening carefully, and acknowledging the caller's issue.  When you do this, you can find out what the source of the caller's complaint is, then provide the most relevant help.  A lot of callers expect to have a bad customer service experience, and it's our job -- in this case -- not to meet expectations.

Q. What do you like best about TMP Direct?

A. The people.  They want to provide great customer care.  Plus, TMP Direct is run like a family business.  I think that's why there's so little turnover -- which is one reason why we can provide consistently great customer care. 

Q. Tell us a little about yourself.

A.  I read a lot and I like to be outside, especially hiking.  My favorite vacation is sitting beside Lake Champlain fishing.  And when I retire, I'm planning to visit every US state in an RV!

Meet other people at TMP Direct