Congratulations to Blair Freer, Vice President of Technical Support at TeleTracking Technologies, for reversing the number of customers satisfied with the level of service from the technical support department.
TeleTracking is the world leader in patient flow automation with more than 800 of the best-known hospitals and health systems in North America and the UK as clients. When Blair joined TeleTracking, the technical support department was experiencing quick growth and high turnover. Although customer retention was at 95%, only 25% of clients reported being very satisfied with the level of service provided. Blair recognized a need to institute standards so that TeleTracking's customers would have a good personal experience while also having their technical issues resolved.
As part of the turnaround initiative, Blair asked Impact Learning Systems to help by providing the tools to teach his support reps the skills they needed to improve the customer experience while also improving metrics like time to resolution and escalation rates. By partnering with Impact and TSIA, TeleTracking's support reps received TSIA's CSP-I certification and their team leaders received the CSP-M management certification. Currently, TeleTracking receives a 96% customer satisfaction rate with 75% (instead of 25%) of customers reporting that they're very satisfied with the service received.
According to Blair, "Every support employee participates in the training and it has been viewed as a very positive experience by the entire TeleTracking team. The training makes sense. It doesn't feel like you're being preached to or like you've been wrong all the time. It just shows you how to provide the best support experience. My reps have more confidence in their ability to deal with clients who aren't happy and it teaches them how to control the call better. And seeing our customer satisfaction numbers completely flip in an already good situation is great!"
If you'd like a demo of the training programs that TeleTracking used to achieve these results, you can schedule one by calling 800−545−9003 or 805−781−3283.