Teamwork Touted at Sundance
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Level fours handle specialized services, such as credit card chargebacks and other complex customer service duties, says Taggart.
All CSRs in the 100-seat call center are organized into teams, reporting to a team leader. Each team includes CSRs from all four levels, a tactic that helps facilitate "team ownership" of the customer, says Taggart. "A level one who is speaking to a customer in need of help from a level three," he explains, "can simply transfer that customer to his or her team member. So they serve that customer as a team."
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- People:
- Donna Loyle
- Tim Taggart
- Places:
- Salt Lake City
Reported Donna Loyle
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