Quest customer service representatives are some of the best trained
professionals in the industry.
After passing through a comprehensive, pre-hire screening process, Quest
CSR’s are put through an extensive training and observation program. To ensure
the quality of service on an ongoing basis, Quest’s Customer Service Manager
monitors all CSR’s personally. In addition, Quest multi-line monitoring system
records all telephone calls to seek out opportunities for further training and
support our quality assurance efforts.
Going the extra mile for your customers.
Quest will never leave your customer stranded. Regardless of the
situation, we will make sure that your customer is provided care. Quest
goes the “extra mile” with unique offerings to increase customer comfort,
improve/support client goodwill and - more importantly – do whatever it
takes to please the customer.
Opportunities for improvement
Although we seldom receive customer complaints, we see them as an
opportunity to improve our service and respond with a personal call. If we
did something wrong, we make it right.
Specially trained Customer Service Representatives
All new-hire Customer Service Representatives are required to complete an
extensive training program before being released to the floor to answer
calls. This training is conducted by Quest’s supervisors, Customer Service
Manager, and full time training staff in two separate phases:
Phase I: Consists of detailed review of product and client
specifications. Trainees are tested on every aspect of our service.
Trainees must average 90% on all testing in order to be released to the
floor.
Phase II: Consists of “hands-on” training. Trainees are paired up
with tenured CSR’s when taking calls during this phase. Trainees return
to the classroom each afternoon during this phase to discuss calls,
problems, questions, and observations.
Emphasis on continued training
All CSR’s are required to complete periodic recurrent training. Recurrent
training includes:
- Essentials of Excellent Customer Service
- Product Knowledge
- Effective Listening
- Voice Quality
- Stress Management
- Professionalism / phone etiquette
- Dealing with irate / upset customers
They are tested on their knowledge and familiarity with topics covered. A
score of 90% is required
on all testing before a CSR can return to the floor.
