At Goodbay Technologies, we always strive to be more than just another solutions provider for your organization. Yes, we want to make sure that your call center always has the people necessary to create better and more fulfilling service experiences for your customers. But we also want to offer a fair bit more than that, too.
If you had to make a list of all the qualities that separate you from your competitors and help to create a true advantage in your marketplace, customer service and the larger experience you offer would unquestionably be right at the top. As one of the most critical touch points between your business and your target audience, we need to offer more than just a friendly voice on the other end of the phone when someone reaches out to your call center. We aim to provide not just product experts who know your organization from the top down just as well as you do, but true brand ambassadors in every sense of the term.
As a valued partner with a vested interest in your long-term success, we work hard to achieve these goals every day by way of our robust and innovative Agent Certification Program. All told, this helps us make sure that it isn’t just anyone answering the phones in your call center, but the right people for the right task at precisely the right time.
Our Agent Certification Program: Breaking Things Down
The team at Goodbay Technologies are firm believers in the fact that every business is a little bit different from the next. Nobody does what you do quite like how you do it, which is part of what attracts so many people to your organization in the first place. But because of that, a “one size fits all” approach to customer support and call center services just won’t do. We need to play to the strengths that make you unique, which means that we also need to learn about those distinctive qualities as early in the process as we can.
This is why we work directly with our clients in an intimate way to not only onboard but also train our team of agents that will be providing your support moving forward. We want them to feel like they’re existing members of your organization, because in a lot of ways that’s exactly what they’ll be.
If you have your own dedicated training program, we can easily replicate that on our end and implement them at our own center. This in and of itself is a critical step towards making sure that our agents act as consistently as possible with your own values and internal structures moving forward.
If there’s ever a situation where one of our client’s training isn’t as mature as it needs to be to facilitate this – like if their own process is mostly comprised of tribal knowledge and on-the-job training – we’ll work hard with them to mature their own processes for the benefit of everyone involved. Not only will we be able to provide more effective customer service over time, but you’ll also have the rock-solid foundation necessary to improve your own efforts in the future.
This includes not only creating and documenting the training process itself in an easy-to-replicate way, but also involves the creation of training materials and content like email ticket examples, call recordings, and even the implementation of CRM screen share solutions.
Our People Are Designed to Support Your Processes and Goals
All told, user experience training on our clients’ products and services is critical to our core mission at Goodbay Technologies. After the onboarding and training processes have been completed, we segue all of our agents into our robust Agent Certification Program that helps to guarantee that everyone involved maintains “Company” certification to be able to support their customers.
To put it another way, this Agent Certification Program doesn’t just make sure that our agents are experts in customer service. It guarantees they’re experts in your business above all others, regardless of how that business continues to change and evolve.
All of our agents must take either weekly or monthly online tests to maintain that certification once they’ve achieved it. We feel that this is a critical part of the process, as our client’s products are constantly in a state of flux. You depend on innovation to maintain your competitive advantage in the marketplace, but that also shouldn’t hinder your customer service efforts by way of products that are evolving faster than the agents are. Because of this pressing need, we consistently and continuously train our agents through our Agent Certification Program to guarantee they’re always ready for anything your audience happens to throw at them.
Our Mission Involves Helping You Accomplish Yours
By design, our Agent Certification Program helps to guarantee that all of our agents are always up to speed on what is going on with your company. But more than that, it’s also an invaluable tool to identify those agents who need further training in specific areas of support where they may not be as naturally strong as their peers. As soon as we identify these training issues, we take proactive steps to reduce the likelihood that further issues and problems will arise when engaging with a customer in the future.
It’s also important to keep in mind that Goodbay Technologies will carry the cost of ALL ongoing agent training and certification as part of our mission to better serve you in any and all ways that we can. It is our top priority to eliminate the burden of our client’s own in-house teams to consistently have to train their own customer service agents, a process that takes a tremendous amount of time, money and energy to execute correctly.
Once our agents are certified, whenever they engage with a customer, they are speaking as a user themselves. That makes for not only a much more fluid conversation with the people you’ve dedicated yourself to serving, but also higher levels of customer satisfaction as well.
When a customer speaks with a certified agent, they are speaking with more than just a true product expert. They are speaking with a true brand ambassador, which is exactly how it should be.
In the end, you’re left with something more than just simple outsourced customer service. You’ve got a team of people who are friendly, knowledgeable, infinitely helpful and forward thinking. At your disposal is a collection of people who know your products – and your customers – every bit as well as you do. At that point, you can stop focusing so much on customer service and can instead turn your attention towards the most important thing of all: running the business you’ve always dreamed of. Because the truth is, our services and efforts like our Agent Certification Program aren’t designed to replace your existing employees. They’re designed to empower them, supporting them in a meaningful way so that they can help accomplish your own mission today, tomorrow and beyond.
If you’d like to find out more information about our Agent Certification Program, or if you’re just eager to discuss how product experts and brand ambassadors may fit in with your own long-term strategy as a company, please don’t hesitate to contact Goodbay Technologies today.