Digital Customer Care Company prides itself on the quality of its services. We’re only satisfied when our customers are. And we work hard on that quality. It’s the reason we can count large organizations such as Hewlett Packard Enterprise, Hogeschool Arnhem and Nijmegen, Total, and UNICEF among our clientele. Everything starts with hiring the right staff. In addition, we regularly test the quality of the messages our agents send and we listen to our customers. In this way, we ensure that our services maintain their quality.
The right agents
You can only offer good service with the right people in your team. That’s why we have high standards for hiring new agents, and we screen applicants extensively. Agents who would like to work with us can look under vacancies to see if there are currently open vacancies that match their knowledge and experience.
All our agents receive extensive training when they start. This is a professional course that covers all possible aspects of working as an agent. We have given the same training to employees of companies such as LeasePlan Bank, Hewlett Packard Enterprise, and Mediq so that their own agents can (continue to) deliver good quality work.
Once our agents have started working for our customers, we continuously monitor the quality of their work. We do this through our Quality Assurance process. This involves looking at twenty measurement points, including quantitative aspects such as response time, visitor and user satisfaction, and conversion. We also pay attention to quality: professional language, ready knowledge, use of our knowledge base, the right tone of voice, use of empathy, and more. By continuously assessing the work of the agents against our Quality Assurance process, we can guarantee that the quality of our services is always excellent.
The key to optimizing each contact centre is in the ability to measure and monitor the performance of digital customer contact. That’s why we provide easy access to the information our customers need to monitor our contact centre key metrics and develop operational insights for process improvement. With our dashboard, our customers have real-time access to historical data. Measure the performance of our agents, gain insight, share successes with management, and take action when problems arise.
Hardly any staff turnover
Our agents make the greatest contribution to our quality. This makes sense, as they are the ones who are in contact with the website visitors of our customers. They’re more than motivated to go the extra mile. Our agents are rightly proud of their work and our staff satisfaction is high. Since the founding of the Digital Customer Care Company, staff turnover has averaged less than 3% per year. In the industry, the average is many times higher.
The trade association for customer contact, KSF (Klantenservice Federatie, English: Customer Service Federation), issues certifications to customer service employees to demonstrate the quality of their work. A KSF certification is required to work at Digital Customer Care Company. By working exclusively with agents who are in possession of a KSF certificate, we’re one step closer to the quality that we want to offer our customers. Other companies that also require this certification from their employees include Vodafone and Randstad.
Service Level Agreements
We’re proud of our work. The results we achieve and the quality of our work is something that we are happy to guarantee. We do this in the form of a Service Level Agreement (SLA). This is an agreement in which the minimum results to be achieved are recorded. We guarantee, among other things, to always perform above a certain minimal level of availability and customer satisfaction, and we set maximum response time. Our SLA also includes a penalty clause in the event that the guaranteed results are not achieved.
Listening to what customers have to say plays an important role in the success of a business. That’s why we expect our agents to listen carefully to your customers when they communicate with them. Naturally, the same applies to Digital Customer Care Company: We feel that the feedback from our customers contains important information, and we’ll use it to continue to improve our service. That’s why we ask all our customers to complete a Net Promoter Score (NPS) questionnaire twice a year. The NPS helps us measure customer satisfaction. And we use the feedback we receive to improve our services.
Not satisfied? We’ll refund you!
We are so convinced of the quality of our services that we’re happy to offer every new customer a money-back guarantee. This allows you to try our services for a month without any obligations. If you’re not satisfied after that month, you will get your money back. You can try it out without any obligation and you’re not committed to anything.