Our true front-liners, the contact centre agents have one of the most important, sensitive and stressful jobs around. As our customer-facing departments the agents have the difficult task of changing our detractors into promoters. Making unhappy customers happier.
Our contact centre agents have achieved very positive results lately. New structures and training have enabled our 'troopers' to achieve the difficult task of increasing Net Promoter Score with every contact. This is a great achievement and it is the result of increased focus on customer experience and our clear strategy highlighting our customer-centric way of doing business.
Below is a great infographic about why our customer care agents are key to the customer experience and the customer journey we provide.