Agent of the Month
This month we are launching a new feature called ‘Agent of the Month’ which is designed to recognise call centre workers who exceed customer expectations by regularly delivering great customer service.
Our first ‘Agent of the Month’ award goes to Thomas Middleton at HomeServe. He has been personally recognised by our Editor, Jonty Pearce, after he experienced problems validating a guarantee on an electrical appliance.
Thomas Middleton
Having made about 12 different calls, he finally came across Thomas who was professional, friendly and prepared to go that ‘extra mile’ and take ownership of the problem.
Jonty wrote to Thomas’s line manager at HomeServe, praising his excellent customer service and recommended that he be put forward for some sort of formal recognition which we hope is now in progress.
Lynsey Robinson replied: At HomeServe we endeavour to provide an efficient, trouble-free service of the highest quality to all. In order to achieve this we have implemented quality standards across all areas of the business. Feedback such as yours is invaluable in assisting us to continually review our training and the service we provide. We appreciate all feedback whether it is positive or negative, as it helps us strive to achieve a higher standard of customer service.
“I confirm that your kind words have been recorded and will be used so that positive feedback can be given to Thomas and the Department,” she concluded.
Do you have any call centre advisors that you would like to be recognised?
If so, please drop us a line at the newsdesk with details and a photo and we will be pleased to publish them. Alternatively, please leave a comment in the box below.
Tweet25 Aug 2010
Filed under Call Centre News , Agent of the Month
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Comments on: Agent of the Month
Any csr agent who exceeds customers’expection should and must be encouraged. Not all csr go the extra mile to resolve customers issues. i believe every call centre should launch this new feature ‘Agent of the Month’ in order to encourage csr’s who deserve this honour.This will go a long way to let them know that they are well appreciated and if need be a little gift or the csr should be put forward for recommendation of some sort.
Posted by fatimah — 25 Aug 2010 @ 4:31 pm
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