Our success stems from this philosophy: Every contact with your prospects and customers is an opportunity to nurture the relationship and help your company grow.

Throughout the relationship, we are listening and adapting to the needs of our Clients.

TMP Direct Customer Service Reps receive over 100 hours of training each year. This means that their knowledge of your products and their customer service expertise continues to grow.

Our Customer Service Reps will think like you, act like you and be part of the culture of your company.

It’s a seamless process… we are an extension of your organization.

We celebrate great service. A generous incentive program is only one of the many ways we develop excellent CSRs.

TMP Direct’s many services help you unlock the full potential of every contact — whether it comes by phone, email, mobile or the web.

As your partner, we are always searching for the best sales and customer relationship opportunities with every contact.

Methods For Managing Extraordinary Customer Care

How to move from measuring to managing the customer experience

American companies invest billions of dollars annually on customer care programs. Despite this significant investment, studies conducted by Customer Care Measurement & Consulting (CCMC) have shown that satisfaction with customer care is declining. These studies suggest the decreased satisfaction may be a predictable result of implementing policies that are created in a vacuum, without regard for their impact on customer satisfaction.

While most contact centers measure customer satisfaction, few actually use the results to manage service quality or support business decisions.

In this webinar, CCMC shares three areas of best practice that are essential to moving from measuring to managing the customer care experience in a contact center setting:

  • What key drivers should be included in a contact center satisfaction questionnaire
  • What report protocol should be used to ensure the results are actionable at the center, team, and agent levels
  • How should contact center customer satisfaction targets be calibrated

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