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.

Peggy Car­law is the founder of Impact Learn­ing Sys­tems, a lead­ing train­ing com­pany spe­cial­iz­ing in improv­ing com­mu­ni­ca­tions between front-line employ­ees and cus­tomers. Peggy is co-author of sev­eral books pub­lished by McGraw-Hill, includ­ing Man­ag­ing and Moti­vat­ing Con­tact Cen­ter Employ­ees and The Big Book of Sales Train­ing Games.

Peggy Carlaw

View all posts by Peggy Car­law