There is quite a bit more that goes into the order process than just calling to order service. To most, it would seem that when a consumer calls in for WOW! Service, they are just talking to any person to place their order. It could be any person, off the street and put in a seat and told to answer the phone. That is not true at WOW!. So, how did the person get there to take your call?
Initially, the WOW! Call Center Recruiter will spend countless hours looking through, and reviewing, hundreds of application, resumes and assessment scores to find the best candidate that will live up to the WOW! Core values: Respect, Integrity, Accountability and Servanthood. They will go through numerous interviews to get a personal feel of the selected candidates and to find the best fit for the company and the individual. WOW! believes that the success of the candidate is not only the company’s responsibility but the individuals, as well. WOW! will supply all the necessary tools needed to help our potential employees succeed. It is up to them to use those tools to thrive.
When the candidates are selected for hire, they are put through an intense five week training course. The training consists of classroom learning as well as live call handling in a controlled environment. During this time, they will learn the company core values, the systems and applications, our philosophy and overall mission of creating a best possible customer experience. In order to complete the training the individuals are certified in all aspect of their job, whether it is sales, customers’ service or technical support. After the training is complete, and the individuals are assigned to their teams, the employee will be continuously quality checked, coached and given additional training as needed.
So, as you can see, there is a lot more that goes into the task of taking a sales order. The individual on the other end of the phone is an educated, well trained and respectable person whose mission is to treat the customer with the utmost respect and deliver the customer experience that WOW! is known for.
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Comments
This is an excellent blog post. I don’t make a habit out of commenting on (or even reading) service providers blogs, but felt compelled to leave a comment on this one. It’s interesting to have a glimpse into the backstory behind the person on the phone and makes you realize that they are trained professionals and not just a voice on the line.
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Thank you so much for the positive comments. I am very glad you enjoyed the article.
Bill
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You’re welcome. It’s refreshing to see a company that’s accessible and responsive to their customers
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