At Premiere Response we’re all about service. We fully understand that our employees are, and always will be, our most valuable asset and that the best people provide the best customer service. We are truly powered by our people.
The difference in our team is apparent from the moment you walk through our doors and hear our agents on the phone. Our employees are carefully selected for their communication skills, experience, technical ability, willingness to help and other core competencies that deliver only the best customer service. We communicate with your customers where they are: phone, email, social, chat.
All our representatives are college educated and 95% have college degrees. Many hold professional licenses such as dietitians, nurses, or hardware/software certifications. Our professional insight provides an invaluable CRM tool that opens a window into your customer’s experiences.
On the client communication side, our goal is to keep it simple with one point of contact. Your Program Manager is your day-to-day connection to your program, delivering the one-on-one service you need to oversee your program success.
The Program Manager and implementation team meets with a new client for “immersion training” so that they fully understand the company culture and goals. We prefer that the client participate in the training sessions with our representatives, however, we can also train-the-trainer at your facility. Our representatives are trained on your products and services, processes and technology. They become subject matter experts so they are a true extension and representation of your company and its products, providing a new level of insight for your business.
Your Program Manager is directly responsible for your team and the quality of your program. They will make you aware of any emerging issues and will provide you with reporting and analysis. He or she is responsible for making sure that the right people are hired and fully certified to interact with your customers.
Some programs, typically those with 8 or more team members, also have Team Leaders to support the daily management of the team. Team Leaders provide an initial level of support for representatives, handle escalated customer issues, and ensure the team is current with program updates and other essential communications.