Bulking Up Customer Service Staff

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Move is a result of a year end review recently completed by the company.

News Image plans to increase the number of people doing both call center and online customer service by 33 percent. has decided to add more customer service staff and increase their training standards after the result of a year end customer service review, the company said yesterday.

“We took an honest, impartial look at where our company is and where we would like it to be,” an spokesman said. “Based on our results we decided that we needed to have more customer service staff and that they needed to go through a more rigorous training process if we want to become the best company in our industry.” plans to increase the number of people doing both call center and online customer service by 33 percent, he said.

“That should be enough people to make sure that our customer don't get stuck on hold when they have a question, concern or complaint,” he said. “We know that people value their time and we don't want to keep them waiting around.”

The additional training will help customer service representatives deal with complex or unusual questions that people may have about, he said.

“The thrust of the new training will be gamification,” he said. “In other words, one team of customer service reps will try to invent the most difficult to solve problems possible, while the other team works together to find a fair resolution to it as quickly as they can. Then the teams will switch tasks. This type of role play has been shown to increase customer service standards incredibly.”

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Mary Ward
since: 10/2013
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