Early this year, we created a video highlighting the values, experiences, and culmination of our team efforts, but this is just the beginning. The video demonstrates that since the formation of the Customer Care Center in 2021, we have remained true to our mantra:
Care, Communicate, Convenience, Cost
- We Care. Our customers comprise everyone within our realm of influence, from shareholders to business partners to internal associates.
- We Communicate. Effective communication consists of two components: concise delivery and active listening.
- We make it Convenient. Convenience and efficiency are at the core of the process.
- We make it Cost-Effective. Customer experience can be expensive, but leveraging technologies helps to mitigate the cost.
To date, the team’s objective continues to enhance CSTT’s customer-centric culture through efficient, customer-friendly communications across the company. To continually effectuate change, we’ve employed a simple methodology: Analyze, Implement, Monitor, and Repeat (AIM). To learn more about our methodology, please read our Customer Care Corner article in the Spring 2022 Newsletter.
The scope of our AIM methodology applies to several customer touchpoints, ranging from the website to operations processing to forms and statements. As it relates to the Customer Care Center, being the main interface via phone calls and emails with shareholders, we often are the subject of our introspection. With each opportunity, we Analyze, Implement and Monitor all aspects of the shareholder experience. As an example, our collective analysis supported the decision to upgrade the entire phone system over a year ago.
The new phone system provides a Unified Communications Platform with AI. Shareholder Services Representatives can be reached on any of their communication devices: desk phone, cell phone application or desktop application. One phone number. One seamless solution.
Second, the shareholder toll-free number menu has been further simplified. In keeping with our “no barriers to service” philosophy, a shareholder can reach a Shareholder Services Representative within one prompt. CSTT does not utilize a complicated IVR nor will our customers experience extended hold times. We offer CSTT employees in real time to answer questions and provide excellent assistance. Additionally, Dialpad’s Unified Communications Platform allows our Shareholder Services Representatives to answer calls from wherever they may be located in the contiguous U.S. It’s a powerful feature to provide sustainable work-life balance and business continuity.
Reflecting on our journey, it’s evident that the team’s unwavering commitment to our success has been instrumental to support our high standards and milestones. The team’s deep understanding of our needs, along with innovative solutions, has significantly contributed to CSTT’s growth and development.
Please watch and enjoy our video, “Customer Care Solutions.” Hopefully, you will be able to glean the aforementioned attributes of our Customer Care Center.
