Rosemary King
Director, Contact Center Services

Q.  What's the secret to providing great customer care?

A.  I think it comes down to always putting yourself in the place of the caller.  You need to be able to imagine what you would want if you were in the caller's place, then do everything you can to meet their needs. 

Q.  What do you think makes TMP Direct so good at first-call resolution?

A.  It's in everybody's best interest -- the caller's, our client's, and TMP Direct's -- to resolve an issue on the first try.  Maybe that's why we're always working closely with clients to make sure we have the information, processes and procedures in place to solve problems quickly during the first call.   More than 90% of the time, we provide first-call resolution, and for many clients it's higher than that.

Q.  You've been with TMP Direct for about a year.  What impresses you most?

A.  It's a combination of the people, the work environment, the high morale, the friendliness of the people, and the true passion we've got to make every client look good every time. The great work environment here is one reason why, I think, we have such low turnover.  Our CSRs are career CSRs:  they're in this field because they're good at it and they think it's important.

Q.  What changes are you seeing in the customer care industry?

A.  Thankfully, we're seeing more and more companies return to an understanding that great customer care results in customer loyalty.  Because when customers have great customer care experiences, they not only buy again, they tell their friends and family.

Q.  If you could only tell a prospective client one thing about TMP Direct, what would it be?

A.  I've been in the customer service industry for 11 years, and I can honestly say that no other place matches the passion to do a great job that I've seen here at TMP Direct. 

Q.  Tell us a little about yourself -- what are people surprised to learn about you?

A.  Well ... before I got into the customer service industry, I used to design clothes for a major manufacturer!  They're also surprised to learn that I like to ride motorcycles in my spare time.

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