Even in today’s world of billions and even trillions, 9,000,000 is still a very LARGE number! Well, would it surprise you that this is the number of inbound and outbound calls our world class call center will handle in 2011? And that’s just the half of it!
As one of the leaders of our call center, I wanted to take this opportunity to share some information with you about the support levels and services we provide. We have 133 agents who take calls and process faxes, emails, and regular mail on a daily basis. In 2011 we estimate that we will take 1.4 million inbound calls, make approximately 7.6 million outbound collection calls, and send over 3 million late letters and emails!
One of the cornerstones of our call center is our drive for constant improvement. We strive to get better every day so that we can provide unparalleled service and support to you and your members. To illustrate that point, in 2009 the average amount of time it took us to answer the phones was 3 minutes. We found that unacceptable and went to work on it. The results have been excellent! In 2010, average answer speeds dropped to 40 seconds and in the first six months of 2011 our average is 22 seconds!
One of the cool features of our call center to highlight for you is that all of our agent calls are recorded and available to you if you need them. And we encourage you to use them! If a member contacts your club to complain about how they were treated by ABC, please contact us so we can review the call and share it with you. The best way for our call center reps to get better is to get feedback from the clubs that we support. We love and encourage your feedback.
ABC is committed to providing you and your members with the best service in the industry. We know that our call center is an extension of your business. We continue to invest heavily in people and technology to make sure we collect every dollar we can while WOWING you and your members with our customer service. If you have any questions or feedback regarding our call center, or if I can help you in any way, please don’t hesitate to contact me. And thank you for your business!