the contact center authority

Customer Accolade for Contact Center Agent Jan G!

2011-08-29T10:45:00.000-04:00

Supervisor Laureen wrote:

"I had the pleasure of speaking with Mr. Pickman and his wife on speaker phone this evening who asked to speak with a supervisor. They wanted to express what great Customer Service they received from our very own Jan G!

Mr. Pickman said she was excellent, easy to understand and then Mrs. Pickman chimed in and said she even told us about the advantages and disadvantages and provided a recommendation!! They wanted Jan to be recognized for the exceptional Customer Service she provided to them!

Way to go Jan, thank you!!!"

Laureen
Night Supervisor
Taction - The Contact Center

For more information about Taction and award winning Customer Service please see Taction.Com or Contact Us today!

Customer Accolade for Contact Center Agent Kristi G!

2011-08-05T11:50:00.000-04:00

Day Supervisor, Becki D wrote:

Customer William B. called to place an order with Kristie, and after his order he asked to speak with a supervisor. He wanted to tell us that people are always quick to pass on complaints and that not enough people pass on positive feedback.

William wanted to tell us that Kristie was extremely friendly, courteous and helpful. He wanted us to be sure to give her a pat on the back.

Thank you Kristie for taking such good care of our customers. You are awesome and we are glad to have you on our team.

Way to go Kristi!

To learn more about Taction - The Contact Center please see http://www.taction.com/

Agent of the Month, June 2011!

2011-07-11T10:12:00.000-04:00

Another fantastic month for a young lady who gets a lot of mention around here, congratulations to Kristi G. for having the highest KPI numbers for the month of June...

and she's pretty nice as well : )

For more about our award winning contact center teams please see http://www.taction.com/ or Contact Us Today!

Customer Accolade for Contact Center Agent Jen S!

2011-06-17T10:10:00.000-04:00

Evening Supervisor, Laureen wrote:

A [Client] customer, Nathan D, called to discuss carry on luggage and dimensions. He had the pleasure of reaching one of our "knowledgeable" agents. At the end of the call he asked to speak with her supervisor.

Nathan stated that she was helpful, very polite and patient. It was a longer call which resulted in an order. She did a great job in explaining about the carryon luggage.

The agent who provided such excellent service was Jen S!! Way to go Jen! Great Job!

Laureen

Evening Supervisor

Wish your call center received Accolades like this? Contact us now to discuss the Taction difference!

Customer Accolade for Contact Center Agent Mary R!

2011-06-16T14:21:00.000-04:00

Consumer Advocate Amy B. wrote:

I just spoke with Giovanna C. who wanted to thank [our client] for employing the wonderfully, caring person that she had just had a conversation with!

She stated that Mary was Really Awesome, Patient, and Kind! Mary listened to her situation and gave her an immediate resolution!

Mary apologized that the Father's Day delivery was stolen from the porch once it had been delivered, but assured her that we would send out the replacement and he would receive this by the middle of next week.

Ms C. had never been through anything like this before but was very happy that she was dealing with a company that was so understanding.

When you see Mary Ross, please congratulate her on a call well done!

For more about Taction and our award winning agents, like Mary, please see http://www.taction.com/

A Customer Accolade for Contact Center Agen Kristi G!

2011-06-14T15:59:00.000-04:00

Consumer Advocate Amy B. wrote:

I just received an email from a customer who had been having trouble getting authorization with his credit card (he has a foreign billing address). Here is the email he sent:

COMMENTS: Hi, I would really like to thank Kristie from your customer service department for providing me with top quality customer service. I am sure the quality of the bag I have ordered will also be of top quality as your customer service.

Thanks Kristie again, Kind Regards

Prashu

Guess I don't need to say anything else, except Thank You, Kristie G. for taking wonderful care of our customers!

Amy
Consumer Advocate

For more about Taction please see http://www.taction.com/

Client and Customer Accolade for Contact Center Agent Tina A!

2011-06-10T13:28:00.000-04:00

Charity H wrote:

A Client emailed us this morning with this wonderful feedback concerning our own Tina A!! AWESOME JOB!! Keep up the good job!! We love proving to customers and clients that Taction Agents are the BEST!!

Client Message: "We just wanted to pass some happy customer feedback to you for Tina A!

We just had a customer call in who had trouble with her order due to UPS. She spoke with Christina last night and could not say enough about how wonderful Tina was and how helpful she had been last night. She said that no matter what time of day she calls in she has always had a wonderful experience and whoever she speaks to has always been so patient, helpful and kind."

For more about Taction - The Contact Center please see http://www.taction.com/

Customer Accolade for Contact Center Agent Jen S!

2011-06-08T13:19:00.000-04:00

Cosumer Advocate, Amy B. wrote:

I just spoke with Client caller Sharon M. who called in to get information on a couple of collections that we do not sell...

She was so impressed with the friendly, helpful person that answered the phone that she requested to speak with her supervisor. Sharon stated that "...Jen didn't know the answers yet advised that she could refer me to someone that would have the details on these collections".

Sharon was very impressed that the very nice person on the phone not only admitted that she didn't have the information but was extremely helpful in giving her the phone number to where she could get all the info needed on other company collections.

It appears that we have a perpetual Accolade Queen in the making!!!!

Way to go, Jennifer! You really are an Ace with our Customers!

For more about Taction - The Contact Center please see http://www.taction.com/

An Accolade for Contact Center Agent, Laurie J!

2011-06-06T09:41:00.000-04:00

Consumer Advocate Amy B, wrote:

Ms H. called from Specialized Transportation INC to inquire about providing trucking services to [our Client].

She was so impressed with the "wonderful conversation" that she had and the "outstanding customer service", she asked to speak with me to give praise about the person she had just spoke with.

Although Ms H. was not purchasing today... I am sure she will remember this call when she is looking for her next suitcase.

When you see Laurie Johnson, please congratulate her for receiving an Accolade!

Thank you Laurie, for your dedication to our Clients!

Amy

Consumer Advocate
Taction - The Contact Center

For more about Taction please see http://www.taction.com/

EFFICIENCY MAINE SELECTS AWARD-WINNING WALDOBORO COMPANY TO MANAGE CALL CENTER

2011-06-03T12:00:00.000-04:00

(AUGUSTA) -- Efficiency Maine recently awarded a contract for call center services to Waldoboro-based Taction – The Contact Center.

Taction will be answering in-bound calls made to Efficiency Maine’s toll-free number, assisting business and residential clients of Efficiency Maine programs by fielding inquiries concerning incentives and other matters.

Taction takes telephone and e-mail orders and handles customer service and sales for some of the country's most trusted brands. Current and past clients include Samsonite Company Stores, Cuddledown, American Express, Kodak, Maine's Office of Tourism, Harbor Sweets Chocolatier, Polaroid, Lotus 1-2-3, and the Maine Public Broadcasting Network.

In 2006, Taction was the first outsourced contact center ever to win the NorthFace ScoreBoard Award, a prestigious national honor given to companies that provide superior customer satisfaction. Taction qualified for the award – considered the "Oscar" of the customer service industry – by scoring high client satisfaction levels on two consecutive surveys conducted by Omega in 2005.

“We are proud to have Efficiency Maine as one of our valued clients because we believe so strongly in its mission of energy efficiency and conservation,” said Taction’s founder and CEO, Ralph White. “We admire Efficiency Maine’s goals and programs, and feel their contributions are critically important in helping Mainers to be smart stewards of their resources, while reducing the overall cost of energy for the entire state.”

“Our operations require a call center that can handle complex questions, provide quick and accurate information, and deliver it with professionalism and courtesy, said Efficiency Maine Executive Director Michael Stoddard. “Taction impressed us with their talent and experience, and we are happy to have them on board.”

Efficiency Maine is an independent quasi-state agency dedicated to promoting the more efficient and cost-effective use of energy in order to save money for Maine residents and businesses, grow the economy, and create jobs.

###

For more info, contact: Efficiency Maine, Paul Badeau, (207) 287-4350

For more about Taction contact Randall McKee (800) 508-9936

Customer Accolade for Contact Center Agent Mary R!

2011-05-26T16:51:00.000-04:00

Consumer Advocate Amy wrote:

I just had the pleasure of speaking with Mr Donaldson who had nothing but kind words to speak of one of our Agents. He said that she was the "kind you want to keep"!

He is switching from Delsey and Travel Pro to [our Client] because he was very impressed with the way he was just handled on the phone and reassured about the products he is interested in purchasing.

I would say that Mary R. has left a great impression on Mr Donaldson and he will be a Customer for a long time!

Thank you, Mary for your dedication to our Clients!

Amy
Consumer Advocate

For more about Taction - The Contact Center and our World Class Agents please see http://www.taction.com/

It's No Myth, USPS QR Code Summer Sale is Final!

2011-05-19T13:11:00.000-04:00

Planning a mail-drop this summer and wringing your hands over the expense? Well put your hands together for the USPS and the PRC because they just gave you a discount!

It's true! The promotion provides business mailers with an upfront 3% discount on Standard and First-Class mail letters and flats that include a two-dimensional barcode that can be read or scanned by a smartphone.

With no minimum volume this opens up a new conversation with many small to medium direct mailers who might decide to create supplemental mailings during an otherwise "slow season" market.

For more about the Promotion just go here: USPS Promotion FAQ

For more about using QR Codes just go here: QR CODEs or just contact us, we'd be glad to help with your next mail campaign!

Customer Accolade for Contact Center Agent Will M!

2011-05-05T16:36:00.001-04:00

Quality Assurance Leader Charity H wrote:

Team,

I had the pleasure of speaking with [client] customer Mr. Wes D. today. He wanted to take the time to let us know that he was impressed with Will's procedures and his demeanor. He was expeditious, and answered his questions quickly and appropriately. And even somewhat anticipated his requests! He wanted us to make sure that we gave Will a pat on the back for him!

Will, thank you for all you do! It is Appreciated!
Charity

http://www.taction.com/

Taction - The Contact Center's April Agent of the Month!

2011-05-04T16:36:00.000-04:00

Vice President and General Manager Theresa Jones announced Taction's Agent of the Month for April 2011 is no other than our very own "most likely to get named Agent of the Month", Agent Laurie J.

Congratulations and Thank You Laurie, you put the WOW! in WOW!Factor

For more about Taction - The Contact Center please see http://www.taction.com/

Taction - The Contact Center Agent of the Month, Kristi G!

2011-04-11T09:07:00.000-04:00

Theresa Jones, Vice President of Human Resources, announced the results of Taction's Agent of the Month naming Contact Center Agent Kristi G as having the highest KPI scores for March, 2011.

Kristi has been with Taction since August 11, 2008 building value into an award winning and highly tenured Team from day one!

Congratulations Kristi, your attention to detail and focus on superlative customer service has paid off once again...

For more about Taction - the Contact Center please see http://www.taction.com/

Press: Taction’s High Touch Service Meets High Fashion, Once Again

2011-03-31T12:53:00.000-04:00

Waldoboro, Maine, March 31, 2011

Taction – The Contact Center has a new partner, Jill Milan, maker of exquisite, leather-free handbags for women who are compassionate and on the cutting edge of style.

The brand’s first line was launched at the celebrity-studded 25th Anniversary Genesis Awards in Los Angeles earlier this month. The awards are given out by the Humane Society of the United States.

“We’re excited to announce our company and first collection, the Spring/Summer 2011 line,” said Jill Fraser, chief executive officer of Jill Milan. “The collection combines luxurious style with the highest quality of design and construction, and does so without using animal-based materials.”

An entrepreneur and a vegan, Fraser strives to combine fashion with philanthropy. The company’s signature “Thoroughbred Bag” was designed with equine rescue in mind, and a portion of the proceeds from sales will support programs that rescue horses from slaughter.

The upscale bags are handmade in Florence, Italy by craftsmen who use natural, luxurious materials such as linens, cottons, and buttery-soft faux leathers. The hardware is also handmade, and the beads used on some bags in the line are blown by artisans in Murano, Italy.

Prior to the launch, Jill Milan formed partnerships with DeFacto Design to develop its e-commerce-enabled website, and with Taction – the Contact Center to develop and maintain its consumer relationships.

"Taction's deep experience with luxury and fashion goods made it the best choice for Jill Milan. Their history of handling some very high-profile fashion companies gave us confidence that they understand our product and will communicate its unique benefits to consumers,” Fraser said.

Taction has served some of the fashion industry’s best-known brands, including one that was named for its iconic designer and dotted with her initials, Taction’s CEO Steve White pointed out.

“Our agents know how to create a great experience for people who want white-glove service,” White said. “What’s wonderful is that Jill Milan consumers have high style and a big heart, and our agents appreciate that. They like being on a team that’s changing the future of high fashion.”

ABOUT JILL MILAN: For the Jill Milan story and for photos of the inaugural handbag line, visit http://www.jillmilan.com/.

ABOUT TACTION: Taction is a contact center for hire offering professional, positive telesales and services to your customers 24/7, 365—whether they're individuals or businesses. We’re located on the beautiful coast of Maine, which means our agents come to work happy. You can hear that over the phone. http://www.taction.com/

For Immediate Release, March 31, 2011
Contact: Randall McKee (800) 508-9936

Customer Accolade for Contact Center Agent Becki D!

2011-03-30T16:20:00.000-04:00

Training Coordinator, Charity H wrote:

I had the pleasure of speaking with [Client] customer Emily S. She wanted to let me know how impressed she was with our Customer Service Representatives. She had spoken to a couple of them in the last couple of days and was really impressed with how well they knew their "stuff".

[Emily] was so amazed when she was speaking with Becki when Becki actually [asked to place] her on hold and went and measured the [product sizing] for her! She said she had never spoken to any company that had offered to go to that level of service for her before.

Thank you Becki for going above and beyond for our customers! [Emily] said that she will certainly be shopping [with our Client] again in the future!

GREAT JOB! WE APPRECIATE ALL YOU DO!!

Charity Hayes

http://www.taction.com/

Customer Accolade for Contact Center Agent Jen S. and Client Consumer Advocate Amy B!

2011-03-24T14:10:00.000-04:00

Vice President of Human Resources, Theresa Jones, sent along this email from a Client Customer for life!

"Dear Amy,

I just wanted to say thanks to you and [Jen] for your gracious and speedy handling of a problem I had with my recent delivery.

As I mentioned, my daughter and I each own several pieces, and we are very enthusiastic about their quality and design.

Now, after dealing with your company directly for the first time, we are just as enthusiastic about team as we are about your products.

Thanks again!

Best wishes,

Evelina R."

For more about Taction - The Contact Center and our WOW! Factor service please see http://www.taction.com/

Customer Accolade for Client Consumer Advocate Amy B!

2011-03-21T14:08:00.000-04:00

Supervisor Charity wrote:

I had the pleasure of speaking with "Dr. Arnold" today. He called for one reason only... to let us know how that Amy had restored his faith in [Client]! He stated that he wasn't going to take me through the whole story but that he was a faithful [Client] customer and that this most recent situation had shaken him but Amy had scored a TOUCHDOWN! She had hung in there 'till everything was taken care of! He felt that she was just wonderful and an email wasn't enough. He needed to reach out beyond that to express his appreciation!

WAY TO GO AMY!! WE LOVE YOU!!

For more about Taction Services and our Award Winning Agents please go to http://www.taction.com/

Customer Accolade for Contact Center Agent Janelle B!

2011-03-16T11:13:00.000-04:00

Client Consumer Advocate Amy B. forwarded the following email from a Customer:

"I would just like express my thanks to the sales person who assisted me with my purchase this morning, placed by calling the 800-number. It was a pleasure dealing with her. She would no doubt respond that she was only doing her job. No, she was doing more than that. I could not have asked for more professional and efficient service.

I would be remiss not to mention this to management.

Albert M."

Amy wrote:

With a little footwork, I found that Mr. M. had called early on Saturday morning 3/5 to cancel his order because he couldn't get the promotional code to work online, our Agent canceled his first order and placed another with the promotion and 2 additional items (WOW)!

Thank you, Janelle for making [Our Client] #1 in our Customer's eyes. You have left a very good impression on Mr M!

Job Well Done!

Amy

For more about Taction - The Contact Center and our Award winning Agents please go to http://www.taction.com/

An Accolade for Contact Center Agent Jen S!

2011-03-09T16:00:00.000-05:00

Night Supervisor Laureen wrote:

Customer Janice L. called tonight and spoke with Jen S. At the end of the call she asked to speak with a supervisor. Janice had been struggling to find [specific product] and had been unsuccessful until tonight.

Janice wanted to be sure Jen got recognized for going above and beyond and making a great effort in assisting Janice with her struggle.

Way to go Jen S! Thank you for being here and for providing excellent customer service!

Laureen

Night Supervisor
http://www.taction.com/

Contact Center Agent of the Month for February, 2011

2011-03-07T10:59:00.002-05:00

Taction - The Contact Center is pleased to announce the Agent of the Month for February, 2011. We bragged her up so hard in January that we'll get right to the drum roll...

Please congratulate Becki D. for another Agent of the Month win! We smell a dynasty brewing here...

For more about Taction - The Contact Center and our Award Winning Agents please go to http://www.taction.com/!

An Accolade for Taction - The Contact Center Agent Racquelle B!

2011-02-22T09:14:00.000-05:00

One of our Clients forwarded the following customer email to Operations Manager Michele B.

“I just placed my second order over the phone for a 6 month supply of your [product]. I must say both times I have ordered the customer service representatives have been extremely friendly and very helpful. I like the convience of the [product] but your friendly customer service is really the reason I have come back to order again and will order again in the future”

Great Job Racquelle! Stand up and take a bow!!!!

Thank you Racquelle for being an asset to the Taction team!!!

Michele

Client Accolade for Contact Center Agent Janelle B!

2011-02-10T09:18:00.000-05:00

VP of HR, Theresa J passed the following email on from one of our expanding Clients:

"Alan Gordon, our Director of IT development called into the help desk yesterday afternoon and spoke w/ Janelle about our new initiative. He asked her questions even though he knew that the TACTION team was [un]aware of the initiative.

...Alan announced to the executive team at our meeting this morning that he was impressed with TACTION and [you] are clearly a company which values customer service.

Thank you for all your efforts and let's keep up the great work.

Rosalie

Director of Customer Service"

Thank you, Janelle, for feeling your way 'in the dark' with honesty, integrity and with the spirit of award winning customer care!

For more about Taction - The Contact Center please see our website http://www.taction.com/

Customer Accolade for Call Center Agent Kristi G. and Consumer Advocate Amy B!

2011-02-09T09:16:00.000-05:00

The following email was forwarded through to praise Call Center Agent Kristi G. and Consumer Advocate Amy B, (yes, again!) for their continued efforts to create life-long raving fans and customers for our clients!

"I needed to write a letter to say how amazed I was by the care I received on Tuesday Feb 1, 2011. To make a long story short, I purchased a [product] less then a month ago and things on it started to break. I talked to two people within the [company], one the in Warranty Dept. and the other in the Sales Department who worked with the Customer Service Department to help me. Unfortunately, I was driving so I wasn't able to take their names otherwise I would mention their names. Bottom line, everyone involved went beyond and above the call to help me out and take care of the problem. What they did made me speechless and I can't thank them enough for their help, support, understanding. Even now I have a hard time expressing the words on how great they made me feel as a customer, when customer service is not easy to come by anymore. Please keep up the great work and support and thank you once again everything.

Rick W."

Thank You Kristi and Amy for making Taction - The Contact Center an astounding value to our partners!

For more about Taction - The Contact Center please see our website http://www.taction.com/.

Customer Accolade for Client Consumer Advocate Amy B. and Contact Center Agent Sherri T!

2011-02-08T14:18:00.000-05:00

VP of HR, Theresa J. passed along this note from a Client customer:

"Dear Amy,

Thanks so much for all the help you have given me. You are lucky to have wonderful and helpful people like Sherri working for you.

Both your Moms raised some wonderful young ladies.

Thanks again,

Ursula W."

Congratulations Ladies and Thank You for your World Class Service!

Taction - The Contact Center Announces January Agent of the Month...

2011-02-04T13:58:00.000-05:00

A veteran Agent of 12 years, the January 2011 Agent of the Month has served Taction - The Contact Center in many capacities and as an Agent has set the bar for World Class Service since her first holiday season in 1998.

Congratulations Becki D. and thank you for making this contact center one of the best!

For more about Taction - The Contact Center, our World Class Agents and Services just go to Taction.Com

Client Accolade for Taction - The Contact Center Agent Jan G!

2011-02-01T09:26:00.000-05:00

Trainer and Quality Assurance Lead Charity H. wrote:

Our Client emailed us to pass along their thanks to our very own Jan G.! She processed an order on 1/24 for $749.14!!!! They stated "This is the largest single retail order we've [ever] received. We wanted to thank her for her efforts."

Amazing Jan!!!

Looking to improve your call center sales? See the article, as previously published by Connections Magazine, Turn Your Call Center into a Sales Center

Or Contact Us Today to discover how Taction can boost your bottom line!

LESSONS IN OUTSOURCING: AVOIDING “I TOLD YOU SO…”

2011-01-25T12:11:00.007-05:00

You’re the new breed of business using e-commerce to sell it, outsource fulfillment to send it, and outsource call center to back it up. You are leading the pack out of the recession and growing your business without storing one widget or employing a full-time customer care team. Things are going great, until the cracks start to show.

Read the entire article as posted by publisher Peter DeHaan on FindACallCenter.Com

For more about Randy McKee or Taction - The Contact Center see Taction.Com

Taction - The Contact Center Announces December 2010 Agent of the Month!

2011-01-14T09:16:00.000-05:00

Having captured the highest Attendance, Achievement, and Quality Assurance scores this month's winner is no stranger to this post and with almost seven years under her belt, this Contact Center agent is hard to beat!

Congratulations Laurie J. and thank you for making Taction - The Contact Center the world class service organization that it is!

A Customer Accolade for Taction - The Contact Center Agent Jen S.!

2011-01-13T10:03:00.000-05:00

Client Consumer Advocate Amy B. wrote:

I just spoke with [Client] Customer Maryann M., she had an "issue" when she placed her order a week ago. She called on 12/30 and spoke to one of our agents and was so pleased with the courteous, knowledgeable assistance that she received. She was assured that even though our Customer Service department was out of the office, she would be taken care of ASAP and not to worry.

Maryann would like us all to be very thankful to have Jen S. on our team answering the phone, she was definitely thankful!

Way to go Jen...I'm so glad you are on the phone answering [Client] calls.

Amy B.
Consumer Advocate
Taction - The Contact Center

Taction - The Contact Center Announces Top Agents for December!

2011-01-12T10:01:00.000-05:00

As key metrics come back from Quality Assurance, Taction's top agents are announced for December... starting with December's "In The Green"; those agents that garnered quality metrics that exceeded our standard.

Congratulations to Contact Center Agent Kristi G for such high scores! Kristi is no stranger to exceeding expectations whether those of our Clients, their customers, or here at Taction as she is a regular winner of Agent of the Month.

Thank you Kristi, for your efforts to always WOW! those around you!

Customer Accolade for Racquelle B!

2011-01-06T12:21:00.001-05:00

Evening Supervisor Michele H. wrote:

[Client] customer Mr Lee L. requested to speak with me this evening. He had ordered a couple of customized items and just received them. He wanted to let us know he is very pleased with both the items and with our employees; especially with Racquelle! He is "tickled" that he can talk with "real people" when he calls [Client] and that we have someone helpful and pleasant like Racquelle to answer his questions. He is so impressed that he is already planning his next order!

Thank you Racquelle for doing such a great job taking care of our customers. We all truly appreciate it!

Michele M. H.
Taction ~ The Contact Center
Team Leader ~ HighesTeam
Evening Supv

A Customer Accolade for Taction - The Contact Center Agent Mary R!

2010-12-14T10:20:00.000-05:00

Wow! sometimes creating an exceptional first impression can result in lifelong customer loyalty... this may be just be the case here!

Team Leader Michele wrote:

[Client] customer Gypsy R. requested to speak with me tonight. She said she never asks to speak with supervisors but she just had to let me know how fantastic a job Mary did taking her orders. She heard about [our Client] on the Dr Oz show and while she is vegan, she has several family members who love fish. She felt great giving them gifts of our products due to it being organic and from sustainable fisheries. She said Mary did a great job explaining the shipping times and options and was very helpful in choosing the right items. She is going to call back and order more gifts. She wishes she could speak with Mary every time she calls because she is so sweet!

Thank you, Mary, for taking such great care of this first time customer. She truly appreciates your time and patience, as do we!!

Michele M Hayes
Taction ~ The Contact Center
Team Leader ~ HighesTeam

An Accolade for Taction - The Contact Center agent Angie D!

2010-12-13T09:15:00.000-05:00

Team Leader Michele wrote:

[Client] customer Maria F. couldn't say enough about the incredible job Angie did tonight. She wanted to send a big thank you to her for being so sweet and understanding. Maria needed to cancel an order and Angie did everything in a very courteous manner from finding out if she could help place a different order, to collecting her information. Maria was also impressed that even though Angie [was] a bit under the weather, she stayed positive and took time to answer her questions.
Thank you, Angie, for helping our Customers with such understanding and courtesy. It is truly appreciated every day!

Michele M Hayes
Taction ~ The Contact Center
Team Leader ~ HighesTeam

An Accolade for Taction - The Contact Center Agent Jenn S.!

2010-12-10T13:27:00.000-05:00

Team Leader Michele wrote:

[Client] customer Mr Winston asked to speak with me regarding the great job Jennifer did helping him with his order tonight. She took time to explain the products and the promotion he was trying to use. He said she not only helped him save money, but even offered additional products to go with the [product] he was purchasing as a gift. He was pleased at how courteous she was and that she verified everything to ensure the gifts were perfect.

Mr Winston wanted everyone to know that he will continue to be a [Client] customer because of the wonderful treatment he received today. He is sure that we must be a good company if we employ such great people!

Thank you, Jennifer, for being a wonderful representation of our Client. Your dedication does not go unnoticed.

Michele H.
Taction ~ The Contact Center
Team Leader ~ HighesTeam

Q4 Heavy? Tony Cox and 5th Food Group offer tips and techniques to survive the long and slow offseason

2010-12-10T11:50:00.006-05:00

Another constructive and actionable update from Tony Cox and 5th Food Group! At Taction - The Contact Center we see the ebb and flow of the gifting and specialty food industry first hand and hope that many may pull something from Tony's update for a fantastic 2011...

Read the Food-by-Mail Industry Update December 2010 here http://www.5thfoodgroup.com/Dec_2010

http://www.taction.com/

Happy 27th Anniversary, Taction - The Contact Center!

2010-12-06T09:47:00.000-05:00

27 years ago, Steve White moved from Virginia to Maine, to start a business. He focused initially on a very narrow niche - taking reservations for Maine innkeepers. New England 800 Company (renamed Taction in 2001), quickly grew into a respected industry

example of excellence that includes our newest company 800-CALL-NOW^®.

With a dozen or so major clients located throughout the country, Steve began to build his management team with an eye towards individuals he recognized had tremendous talent. First and foremost, he wanted to find individuals who shared his belief that each and every customer call provided an opportunity to create a satisfying experience, one transaction after another.

Our award winning contact center and award winning clientele have made Taction - The Contact Center the success it is today. Congratulations, Steve White and Taction - The Contact Center, on 27 years of excellence!

For more about Steve White and Taction the Contact Center http://www.taction.com

For more about New England 800 Company and 800-CALL-NOW^® http://available.800callnow.com/

An Accolade for Taction - The Contact Center Agent Sue D!

2010-11-19T13:02:00.000-05:00

Laureen, Day Supervisor wrote:

Mr. Willam M., who is home on leave from military service, attempted to place an order on the [Client] Website. He had a very hard time with the website and decided to call and place his order. The item he wanted would not go into his cart and he gave up. He had the pleasure of getting Sue D. when he called.

He stated she was extremely courteous and patient. Sue, with assistance from the supv, was able to get the item he wanted into the cart, get his APO/FPO billing address to process and submit the order! He was extremely pleased and wanted Sue commended for this as well as the supervisor who assisted her. Thank you Sue for providing a great Customer Service experience to a very happy [Client] customer!

Laureen

Day Supervisor

http://www.taction.com/

Customer Accolade for Taction - The Contact Center Agent Claire B.!

2010-11-16T16:58:00.000-05:00

Team Leader Michele wrote:

Sally Brown asked to speak with me tonight regarding the great service she received from Claire. She said, and I quote: "Claire was very, very nice. She seems like a lovely, very pleasant person. She was polite and professional while taking my orders."

Sally is a long standing customer with [Client] and said she will certainly continue to do business with us in the future thanks to representatives like Claire.

Thank you very much, Claire, for taking such wonderful care of our customers.

Michele H.
Taction ~ The Contact Center
Team Leader ~ HighesTeam

Just Read Food-by-Mail Industry Update for November 2010

2010-11-12T13:21:00.000-05:00

Always the optimist, I try not to jump on every band wagon that has a tune I like... I tend to pick'em wrong every time.

However when 5th Food Group's Tony Cox sends a report I'm more confident and Tony's November Report has a pretty danceable beat.

To read the full report and get the newsletter just go to: http://www.5thfoodgroup.com/Nov_2010

An Accolade for Team Taction!

2010-11-11T10:50:00.002-05:00

Usually Accolades come in for an individual agent whos service performance prompted a client or customer to call back, mail, or email us and praise that individual's performance.

At Taction - The Contact Center we pride ourselves on developing lasting relationships with and for our clients and their customers.

Here's an example of when that pays off...

Team Leader Michele H. wrote:

"I had the pleasure of speaking with [Client] customer John N. this evening. He wanted to send a big thank you out to all of the wonderful agents he has spoken with while ordering. He is a repeat customer and loves the 'fantastic group of people that work' here. He is happy with the prompt service he receives and states that his order always arrives on time."

Thank you ALL for the great job you do taking care of our Customers everyday. It is truly appreciated.

Michele H.
Taction - The Contact Center
Team Leader ~ HighesTeam
Evening Supv.

What is Taction's Agent of the Month?

2010-11-11T10:30:00.000-05:00

At Taction - The Contact Center quality in service and information delivery is our brand. Measuring the things that matter is continuous and the competition each month is tough when the average Agent tenure is 4 to 5 years. These folks know what they are doing!

To answer the question, what is Taction's Agent of the Month, is simple. The Agent of the Month is the Agent with the highest quality rating up to 100 points. How we arrive at that rating is not so simple...

Taction's quality rating system is called AAA and covers the following areas:

Attendance - In a 24/7, 365 day contact center world, attendance is incredibly important.
Achievement - Accolades and other achievements, including business improvement ideas
Accuracy - Call Monitoring Scores and Error rates are covered under this category

To sum it up, Agents who secure the distiction of Agent of the Month have great attendance, get more positve feedback from our clients and their customers, and have higher call monitoring scores and fewer to no data collection errors.

It takes World Class people to make a World Class Contact Center!

www.taction.com

Taction - The Contact Center Announces October's Agent of the Month!

2010-11-11T09:42:00.001-05:00

It's official! Taction's Agent of the Month, for the month of October, is veteran Agent Laurie J. Laurie is a frequent Agent of the Month, see September 2010.

Congratulations Laurie!

A child gets a smile every time a Taction employee purchases a snack.

2010-10-22T09:34:00.000-04:00

The Community Service and Wellness Committee, at Taction – The Contact Center, announced yesterday that another revenue stream has been added with the donation of a vending machine and roughly twenty dollars worth of inventory!

The machine and its contents were donated by Scotty River Vending upon finding out that Taction wished to purchase the snack and beverage machine and use the proceeds for Taction’s Christmas Child Program.

The Christmas Child Program became a part of Taction’s community giving efforts in the early 1990’s. Each year the committee acquires a list of local children that could use a little extra around the Christmas tree. Taction employees then each “adopt” a child and with gender, age, and size head out to find just the right gift to give a child a smile during the holidays!

Taction’s CSAW Committee also uses occasional impromptu “jeans days,” silent auctions, yard sales, and cookouts during local events to raise money for the Christmas Child Program as well as the local food pantry and a Little League baseball team.

For more about Taction - The Contact Center see http://www.taction.com/

Taction - The Contact Center Announces September AGENT OF THE MONTH!

2010-10-14T09:21:00.000-04:00

Taction's Vice President of Human Resources announced recently that September's Agent of the Month Award belongs to Laurie J. As Agent of the Month Laurie scored higher than any other Agent in all of Taction's critical KPIs to beat out some of the best Customer Service Agents in the industry.

Laurie has been with Taction - The Contact Center since April of 2004.

Congratulations Laurie on a job well done!

800-CALL-NOW® Introduced As "Ready To Deploy" at ERA D2C Las Vegas

2010-10-11T16:53:00.011-04:00

Last month Steve White, president and CEO of New England 800 Company, and sales manager Randall McKee traveled to Las Vegas for the 2010 ERA-D2C Convention. ERA-D2C is a key show for bringing inventors, direct-to-consumer marketers, and affiliated vendors together under one roof.

Steve and Randy used the convention to introduce 800-CALL-NOW^® and to announce that all related rights and assets are available for long-term license agreements, partnerships, even offers to invest.

New England 800 Company has assembled a unique and comprehensive package of interactive branding elements and direct-response marketing tools. This powerful and protected, global package features the incontestable registered trademark 800-CALL-NOW^®, along with matching toll-free telephone numbers and matching domain names.

For more information regarding the assets and availability of 800-CALL-NOW® click here.

An Accolade for Taction - The Contact Center Agent Robin W!

2010-10-06T12:25:00.003-04:00

Supervisor Laureen wrote:

I had the pleasure of speaking with an extremely happy [Client Company] customer today, Carlene V. She and her husband own their own business. They have 10 buildings (Masonic Home for Adults) where the oldest resident is approximately 92 yrs old. They acquired the money to purchase [items] through volunteers and donations. Ms. Vose stated very seldom do you hear enough said about the great Customer Service that is received. She stated that Robin was absolutely amazing!!! Robin assisted Ms Vose with the selection of 6 [items] ($2000 plus order) that she purchased for the facilities. Robin was very kind, polite and wonderful!!

Ms. V. stated "Thank you [Client Company] for hiring such a great employee, you're the best!!"

Way to go Robin! You're the woman!

Laureen
Supervisor
http://www.taction.com/

An Accolade for Taction - The Contact center Agent Laurie W.!

2010-09-29T12:12:00.000-04:00

Supervisor Neal R. wrote:

Tonight, I spoke with customer Judith M. She had nothing but good things to say about Laurie. Judith is a very holiday-oriented person who needed help with information on some of our [client's] products. She said Laurie was very patient while helping her with multiple items. Laurie's cheerfulness made the call a pleasure. She even said that she would hire Laurie in a heartbeat if given the chance!

WAY TO GO, LAURIE!

Neal R.
Supervisor
http://www.taction.com/

An Accolade For Taction - The Contact Center Agent Brittany F!

2010-09-27T15:28:00.001-04:00

Evening Supervisor and Teamleader Debbie K. wrote:

I had the pleasure this evening of speaking to Juanita T. on [a Client's] line. She had bought some [product] several years ago and was not sure how to read the expiration date on the box.

She was lucky enough to get Brittany on the line who quickly looked up the information and pleasantly explained to Juanita just how the expiration was read [it's encoded].

Juanita told be that she was impressed with Brittany's pleasant demeanor and willingness to help.

Thank you Brittany for all you do! You make us proud! Keep up the good work!
Debbie K.
TACTION-The Contact Center
Evening Supervisor
Team Leader - Untouchables
http://www.taction.com/

An Accolade for Contact Center Agent Mary R!

2010-09-08T12:02:00.000-04:00

…So Becki (Teamleader) forwarded an email from Mary R. that basically said:

‘I took a [Client] call this evening for a gentleman by the name of Grant. He asked me what the name of the company I worked for was, where we were, were we an after hours ordering line? He said that the only reason he asked is because he was impressed with how I had handled his call and that he owned a small business in his town that does nautical cabinetry and cutting boards and is looking for a place that he could use to help with calls.’

Mary sent the email on her own time, and as our Sales Person I followed up. Boy did Grant have a lot of great things to say about Mary! Grant has worked in different levels of the catalog sales business and knows how hard it is and what it takes to make a caller feel good about the experience. In a world where most customer service agents just don’t get it, he knows Mary does, she is after all, a great representative of Taction and our Client. As a small business owner he’s quite reluctant to “give up” the direct contact with his customers but seemed to feel we would be up to the task based on his experience.

Congratulations Mary, you’ve got WOW! Factor built right in!

When you talk the talk you get more talk yet when you walk the walk (like Mary) we make new friends who might grow into more clients for Taction – The Contact Center!

Randy

Randall McKee
Sales Manager
Taction – The Contact Center
www.taction.com

An Accolade For Contact Center Agent Claire B.!

2010-08-31T08:53:00.000-04:00

Laureen, Daytime Supervisor wrote:

I had the pleasure of speaking with Ms. Holly M. from California. She spoke with Claire and stated to me that Claire is an excellent representative [ for tourism], was professional and very friendly. She also stated it made her feel good to speak with someone so pleasant. Holly said "you hear a lot of negative about customer service representatives" and she wanted to be sure Claire received positive recognition for her assistance with info on Fall in Maine. She will be coming to Maine the end of September to the Eastport area and is looking forward to her visit.

We chatted a bit and Holly stated if everyone in Maine is as friendly as Claire and myself it will be a great trip! Great job Claire! Thank you for providing a great experience to another satisfied customer.

Laureen
Daytime Supv.

For more about Taction - The Contact Center's Award Winning Services see http://www.taction.com/

An Accolade for Contact Center Agent Shelly M.!

2010-08-04T10:01:00.000-04:00

Supervisor Steve F. wrote:

I had the pleasure of speaking with Mrs K. She stated that she had ordered an item and called for some information on it. Shelly was very courteous, knowledgeable, and a pleasure to talk to. Shelly helped her find other items that weigh less and also gave her the Consumer Relations department to help her with other items that would weigh less and that are not carried by shop.client.com. Shelly also provided a dealer referral so that Mrs Kumar could see other items and try them out before buying.

Way to go, Shelly!

Sincerely,

Stephen F.

Customer Accolade for Taction Contact Center Agent Jan G!

2010-07-29T08:59:00.000-04:00

Team Leader Michele H. wrote:

Client Customer Richard G. asked to speak with me this evening regarding the wonderful service he received from Jan G. He said she went out of her way to make sure he had all the information he needed for his product return. She also checked our website and helped him find the perfect bag for his business needs. He said Jan deserved the rest of the night off and asked me to give her a big hug for a job very well done.

Thank you very much, Jan, for taking such wonderful care of our Customers! I am sure he will remember this experience and will order from us again in the future.

Michele H.
Team Leader ~ HighesTeam
Taction ~ The Contact Center

Diane Clarkson's Report for Forrester Research makes a fair case for progressive chat.

2010-07-28T12:35:00.003-04:00

Posted by atg.com, this report (with contributions from Carrie Johnson, Elizabeth Stark, and Brendan McGowan) made me feel a lot better about how web consumers may view progressive chat.

Use the link to read this informative paper.

https://www.atg.com/resource-library/analyst-reports/Forrester-Making-Proactive-Chat-Work.pdf

Customer Accolade for Contact Center Agent Kim O!

2010-07-26T09:11:00.000-04:00

Team Leader Michele H. wrote:

I had the pleasure of speaking with client customer Karen H. tonight. She wanted to let everyone know what an awesome job Kim did! She stated it was a wonderful experience with no pressure involved.

Kim knew she needed a lot of specific information about supplements before ordering so she explained we have product specialists that would be happy to help her.

Karen is a hair dresser and said she wished she had someone so sweet and knowledgeable working for her! She plans on also letting the specialists know how happy she is with the type of service she received tonight.

Thank you so much Kim for making such a wonderful impression on a new customer! It sounds like you made a lifetime customer out of Karen!

Michele M H.
Taction ~ The Contact Center
Team Leader ~ HighesTeam

Small Contact Center Attracts Clients with Big Talent, Taction in the News!

2010-07-20T10:56:00.003-04:00

Publisher Peter DeHaan, Connection Magazine, broke the news story that we think is pretty cool!

Click here to view "Taction Clients Win Big"

For more about Taction - The Contact Center please see http://www.taction.com/

or contact Randall M McKee by dialing 800.508.9936

or use Email

Customer Accolade for Laurie W.!

2010-07-19T09:13:00.000-04:00

Team Leader Michele H. wrote:

Customer Kathy asked to speak to me tonight regarding the wonderful job our very own Laurie W. did! She said she was very helpful and went above and beyond to answer all her questions. Kathy wants everyone to know how much she appreciates the level of service she received from Laurie tonight.

Thank you so much for everything you do for our customers, Laurie! We truly appreciate it as well!

Michele H.
Team Leader
http://www.taction.com/

An Accolade for Contact Center Agent Brittany F.!

2010-07-15T12:43:00.000-04:00

Daytime Supervisor Laureen A. wrote:

Dr. Barbara, called to request a catalog. Upon completion of the request, Dr. Barbara asked to speak with management to express her satisfaction and compliment Brittany on the excellent Customer Service she had provided.

Dr Barbara stated she was very nice, very efficient and precise and well behaved. She wanted to be sure Brittany is recognized. She also stated Brittany deserved a raise! Taction appreciates the excellent service you provided to a happy customer!

Thank you Brittany!

Laureen

Daytime Supervisor

Taction - The Contact Center Announces Agent of the Month

2010-07-13T11:41:00.000-04:00

For her third consecutive month, Taction - The Contact Center Agent, Kristi O. has earned Agent of the Month! Instead of being one of those capricious awards a lot of companies give each month, Agent of the Month is a performance based award that is earned, not given. For more about "Agent of the Month" go here.

Congratulations Kristi on your fine performance and your pursuit of excellance in a field of award winning Agents!

An Accolade for Contact Center Agent Robin W.

2010-06-24T12:16:00.001-04:00

Team Leader Michele H. wrote:

I had the pleasure of speaking with Mr Jones this evening. He wanted to ensure all of Robin's peers and managers knew what an "incredibly wonderful job" she did helping him with his order.

He said it was the "most pleasant phone ordering experience he's had in many, many months." He was impressed that Robin took the time to offer him other items and still remained pleasant and helpful.

Mr Jones thinks you deserve a gold star Robin, and I certainly do as well! Thank you for the wonderful job you do taking care of our Customers every single day.

Michele M Hayes

Taction ~ The Contact Center

An Accolade for Contact Center Agent Kristi O.!

2010-06-21T10:29:00.001-04:00

Teamleader Becki D. wrote:

Kimberly P. called today and placed an order for some product from [Client]. She wanted to let us know that we are an awesome company and she is going to tell everyone about us. She said she has been looking for [product] online for a couple of days and no other companies wanted to help her. She called today and spoke with Kristie O and was very pleased with the service she received. She said Kristie was excellent and very helpful. Please congratulate Kristie on a job well done. You are AWESOME!

Thanks,
Becki
Team Leader
Taction - The Contact Center

An Accolade for Contact Center Agent, Mary R!

2010-06-21T10:05:00.000-04:00

Consumer Advocate Amy B wrote:

Yesterday we received a call from a customer who wanted to buy an additional piece to match the piece that she purchased last week.

She received the best service and was so happy with the way that she had been treated, that she replied to my updated invoice (she received [offer] discount so her pricing was updated) -

"My many thanks to both of you for your outstanding service. I will enjoy both of my {products] all the more. My other {products] deserve a break since I travel weekly throughout the US and Canada for work.

Thanks again,

Lisa G. "

When you see Mary R., assure her that she does an AWESOME job at Taction!!

Congrats Mary, you are a great asset to Taction and I enjoy working with you!

Amy B.

Consumer Advocate

For more about Taction - The Contact Center and our services please see http://www.taction.com/

Contact Center Agent, Kristi O. does it again!

2010-06-08T09:25:00.005-04:00

Just as cream always rises to the top, so does the talent at Taction - The Contact Center. Having just announced May 2010 Agent of the Month we again recognize the example in excellence that Contact Center Agent Kristi O. represents with her second top honor in so many months...

Congratulations, Kristi, for taking Agent of the Month again in May 2010!

An Accolade for Taction - The Contact Center Agent Mary R!

2010-06-01T09:18:00.000-04:00

Team Leader Debbie K. wrote:

I had the pleasure today of speaking to a Ms. Snow today who had called in to place an order with [Client], She spoke to Mary R. and had nothing but good things to say about her experience! She said that Mary was WONDERFUL!

She stated that it wasn't often that she gets to speak to a really pleasant customer service person. She said that Mary was rare, and that she definitely seems like she is a keeper! She said she enjoyed every moment that she spent ordering with Mary, and that she deserved a raise!

Thank you so much Mary for your World Class Customer Service. It is a really nice feeling to be on the other end of a conversation with someone saying such nice things about a fellow employee!

Debbie K.
Taction - The Contact Center

An Accolade for Taction - The Contact Center Agent Laurie W!

2010-05-26T09:37:00.002-04:00

Supervisor Robin W. wrote:

Millard G. called on the [Client] line and spoke with Laurie. He explained to her that he recently fractured his arm and has a trip to Europe already scheduled. He is looking for luggage that he can strap together as well as something lighter to pull as he can only use one arm.

Laurie examined several pieces here as well as searched on our website. After discussing several styles with Laurie, Mr. G. asked to speak to with the Supervisor. Mr. G. stated that Laurie went the extra step by taking the time to check out and try' the luggage here as well as searching on the website.

He also stated she was very friendly and seemed genuinely empathetic to his circumstances. He is going to place his order on the web once he calls his traveling partner and recommends they purchase luggage here as well. He said to give Laurie 5 stars!!

Way to go, Laurie! Thanks for going the extra mile!!

For more about Taction - The Contact Center and our Clients, please see our website Taction.Com

Taction - The Contact Center Clients All Medal at MCM Awards!

2010-05-25T16:56:00.001-04:00

Previously we posted that we had as many as three clients nominated for MCM Awards this year and the results are in!

Consumer Specialty Products, Sales Under $20 million Silver: Century Novelty, Silver Medal
Food/Gifts, Sales Under $20 million Silver: La Tienda – The Best of Spain, Silver Medal
Food/Gifts, Sales Under $20 million Gold: Wild Pure Delicious by Vital Choice, Gold Medal

Congratulations to all of you, we're very proud to be your contact center partner!

For more results please see: http://multichannelmerchant.com/

2010 MCM Awards Will Be Live-Tweeted

2010-05-25T10:41:00.000-04:00

Original Post by Tim Parry on LinkedIn.Com via Groups/ Multichannel Merchant

"2010 MCM Awards Will Be Live-Tweeted

Didn't make it to Orlando for RMC? We will tweet the results of the 2010 MCM Awards LIVE today starting at around 1 p.m. Eastern. Follow @ParryMCM"

We'll be watching and when results are tweeted, we'll send an update.

Good luck to our finalist clients! To see our blog on this event:

http://thecontactcenter.blogspot.com/2010/04/weve-got-bragn-rights.html

Linking Marketing and the Contact Center

2010-05-19T08:53:00.003-04:00

This Expert Opinion, by Author Susie Buffam, provides insights every Marketing Agency and Customer Care Manager should review. As an outsource provider that follows the mantra, ""living the client brand", we've found that being left out of the marketing strategy can only result in marginal success for clients, with no real data to point to when the inevitable question fires back to Agency, "what went wrong?"

Linking Marketing and the Contact Center

Posted using ShareThis

An Accolade for Taction - The Contact Center Agent Kristi O...

2010-05-18T11:34:00.000-04:00

Supervisor Laureen wrote:

A customer asked to speak with a supervisor to state what great service she was provided. Ms. Jennie had just got out of the hospital, she had been in numerous times and due to this her hair has become very thin. She was on the phone for quite a while with the agent. The customer stated that the agent was sooooo patient with her and it was appreciated as Jennie said she had to repeat a lot of things and the agent was great. Jennie also stated she is kinda gun shy about ordering with a Credit Card as she has had a bad experience but felt reassured that all was well with ordering from us.

Who is this agent who provided such great service?

KRISTI O. [thanks] for being so kind and patient with this customer and providing excellent service as always!

Laureen

(Day supervisor)

Free White Paper, "Are you Ready For Outsourcing?"

2010-05-18T10:41:00.001-04:00

As featured in a past issue of Connections Magazine, Taction - The Contact Center's Amelia LaRoche delivers the article, "Are you Ready For Outsourcing?" providing great food for thought for anyone who is considering outsource call center.

Download the .pdf here: http://www.taction.com/news/news.php

Taction - The Contact Center Announces Agent of the Month for April 2010

2010-05-17T09:17:00.000-04:00

Here's a new glimpse into our culture...

Each month our Call Center Agents are rated using our AAA+ process, the scoring system blends scores in Attendance, Business Process Improvements (Internal and/or for our Clients), and Quality Assurance (Transactional and Call Monitoring). Agents that have scores exceeding our standard are considered "In The Green" and are rewarded with non-cash or same as cash incentives. The Agent with the highest AAA+ rating is announced as "Agent of the Month" and receives a more valuable incentive for their achievement as well as public recognition.

We're pleased to name Call Center Agent and part time Supervisor Kristi O. as Agent of the Month for April 2010.

Kristi has been with Taction - The Contact Center for almost 2 years now (August). Kristi says she loves working @ Taction - The Contact Center because of her peers and our clients and their customers. She values helping people and feels that she does this on a daily basis, whether it be assisting a customer trying to find a specific product or answering their questions, in her agent role, or assisting other agents in her role as Supervisor and "go to gal".

Congratulations Kristi, on being Agent of the Month for April 2010, you're a valuable member of our Team!

Client Accolade for Taction - The Contact Center Agent Neal R!

2010-05-14T09:24:00.000-04:00

As we have often pointed out, it is rare in our industry to have a customer go out of their way to praise a call center agent, and even more so when they reach beyond the call center and contact the Home Office. Recently Client Services Manager, Michele B. received an email Fwd from one of our clients regarding agent feedback.

Here is the email message Michele shared with us:

“Neal from Customer Service just assisted me in adjusting my order of last night, and I wish to commend him on his competence and patience at this hour of the morning. He was of great help, and I appreciate his proficiency and manner. He is to be complimented, which I am doing.

Joanne El-F.”

Nicely Done , Neal, that's WOW! Factor, in writing, from your customer AND our client! By the way, Neal generally works the graveyard shift 10pm to 8am... WOW!

Customer Accolade for Taction - The Contact Center Agent Claire B.

2010-05-13T08:54:00.001-04:00

Team Leader Michele H wrote:

I had the pleasure of speaking with Client customer Charles B. this evening. He wanted to let everyone know how very kind and capable Claire is. He also stated she is extremely patient and made him feel like he was the most important customer she was helping tonight. He suggested we give her a day off with pay and make sure something is on her file regarding his comments!

Thank you, Claire, for WOWing our customers and taking such wonderful care of them everyday!

We truly appreciate it.

Michele M Hayes

Taction - The Contact Center

Team Leader ~ HighesTeam

Evening Supv

"Turn Your Call Center into a Sales Center" published in Connections Magazine, May 2010 Issue

2010-04-30T09:53:00.000-04:00

The article, "Turn Your Call Center into a Sales Center" will be featured in the May Issue of Connections Magazine. This informative feature provides guidance from Administrative to floor level for improving call center agent sales performance with strategic bullet points and real world actionables for you to put to work today!

Watch for your May Issue of Connections Magazine or click here to read the article.

An Accolade for Taction - The Contact Center Agent Laurie J!

2010-04-29T14:24:00.000-04:00

Supervisor Neal wrote:

Customer Jean R. had such a pleasant experience with Laurie that she decided that she should be recognized. She said that Laurie spent lots of time helping her with her new supplement order. Laurie did a great job combining shipments to save her money. She was very helpful when it came to all the questions Jean had.

Terrific job, Laurie!

Thank you,

Neal

How Outsourcing and Cooperative Purchasing Can Boost Your Bottom Line

2010-04-27T11:29:00.005-04:00

On May 6th, 2010 Randy McKee, Sales Manager for Taction - The Contact Center will present, " How Outsourcing and Cooperative Purchasing Can Boost Your Bottom Line" to the Maine Association of Chamber of Commerce Executives at the 2010 MACCE Annual Spring Conference.

Hosted by The Southern Midcoast Maine Chamber and held at the Captain Daniel Stone Inn in Brunswick, Maine the Spring Conference brings Chamber Executives from all over Maine together for three days of thought leadership and is sponsored by Constant Contact, Taction - The Contact Center, and others still coming on board.

The presentation will outline how Taction's new program, the Maine Chambers Call Center Alliance, offers cooperative purchasing for Chambers and their member companies to leverage the power of 24 hour call center to maximize marketing efforts in the highly competitive tourism and catalog industries.

We’ve got brag’n rights!

2010-04-21T15:00:00.006-04:00

Well maybe we don't have brag'n rights, however we sure are proud!

Recently Multichannel Merchant released its list of 2010 finalists for the MCM Award and lo and behold we have three clients in line for the Gold and Silver. The total list of 72 finalists span the catalog and e-commerce spectrum and include such trusted brands as Patagonia and King Arthur Flour.

It’s not surprising that our fantastic clients have been nominated, especially since one of them won silver last year (we’re counting on you for the gold this year!), yet to have three at once is incredible and very special!

Gold and Silver Award winners will be announced May 25 at a special luncheon at the Retail Marketing Conference (formerly ACCM) in Orlando, FL. We wish we could be there to see you folks “medal-up”!

To see the complete list of finalists by Category Go Here.

So… Wow! Congratulations, each of you, on being named a finalist for a 2010 MCM Award from Multichannel Merchant and best of luck to you all!

An Accolade for Taction Consumer Advocate Amy B.!

2010-03-31T15:36:00.001-04:00

Client Services Manager Michele B. wrote:

We all know what a great job Amy does in assisting you all with [Client's], but what we sometimes tend to overlook is what a great job she does in assisting [Client's] customers.

Below is an email that was sent in regards to the service that Amy provided to a [Client] customer; so I would like to take this moment to personally thank Amy for the great job that she does for both you and our Clients.

Dear Amy,

Thank you for giving me the individualized attention to allow my transaction to (finally!) be completed. I really appreciate the level of customer service you provided, especially in light of the previous experience [DEL] up until that point you took over. The [product] arrived today! The charge and reversal may have happened so quickly in succession that I have yet to even see a charge on my account. All in all, great on both counts! Please feel free to pass this message on to your manager in demonstration of your outstanding job and going above and beyond for me.

Again, many thanks,

Heather

Good News from Connections Magazine

2010-03-25T16:56:00.001-04:00

Good news @ Taction - The Contact Center!

An email received today from the editor of Connections Magazine informed us that an article written by Sales Manager Randy McKee, "Turn Your Call Center into a Sales Center", will be in the April issue of Connections Magazine.

Quite timely considering we've been doing Sales Refresher Trainings and creating new Sales Coaching Tools to ramp up for Q2 sales campaigns.

The article has already been posted online at http://www.connectionsmagazine.com/articles/10/026.html

A Client Accolade for All Taction Agents

2010-02-23T14:18:00.000-05:00

An Open Letter From Taction Sales Manager, Randy McKee:

Hi Team,

You may or may not know this but your President and CEO Steve likes to say you folks are good... Darned good... That you folks get a lot of Accolades and that just does not happen much in our line of business.

Lets talk about Accolades.

Word History: People usually have to stick their necks out to earn accolades, and this is as it should be. In tracing accolade back to its Latin origins, we find that it was formed from the prefix ad-, “to, on,” and the noun collum, “neck,” which may bring the word collar to mind. From these elements came the Vulgar Latin word *accollre, which was the source of French accolade, “an embrace.” An embrace was originally given to a knight when dubbing him, a fact that accounts for accolade having the technical sense “ceremonial bestowal of knighthood,” the sense in which the word is first recorded in English in 1623.

Accolades would be given when a client, and or caller goes out of their way to praise a Team Member.

This may include:

* asking to speak with a superior
* initiating contact, with a superior (or other), in any form.

I received a voice mail from our newest client Mark who stated that he feels things are going exceptionally well, that he is very, very pleased with the end results of your calls and he knows that as you all become more comfortable with the [qualification] process he'll be seeing more transfers.

This is great work ladies and gentlemen and as I've written before so it bears repeating, I couldn't be any more proud of each and every one of you.

Randy

Randall McKee, Sales Manager
rmm [@] taction.net
Taction - The Contact Center

An Accolade for Taction Contact Center agents Deborah P.

2010-02-22T10:04:00.000-05:00

Taction Trainer, Charity H wrote:

I had the pleasure of speaking to a new [Client] customer Kathy today. She wanted to let us know that Deborah had the most patience of anyone in the whole wide world!

She is just getting over the flu and felt that anyone that was able to make sense of what she was saying, and put up with her deserved a raise. She stated that whenever she calls back to order she's going to ask to speak to Deborah!!

Great way to treat our customers!! We appreciate all you do and the wonderful way you do it!

Thanks!

Charity

Another Accolade for Taction Contact Center Agent Mary R.

2010-02-19T10:54:00.000-05:00

A [Client] customer, Mr. K., asked to speak with a supervisor regarding ---- yet again --- Ms. Mary R.!!! WOW!

He stated she was very polite, professional and answered all his questions. He wanted to be sure Mary was praised for her excellent CS.

Mr. K. is moving to Italy and will be buying more [product]. He loves [Client's product]! Today he purchased luggage that totaled $549.99! (and he is going to purchase more).

Excellent job Mary, keep up the great work! We certainly appreciate it!

Laureen
Supervisor

Another Accolade for Taction Contact Center Agent Sue G....

2010-02-15T10:00:00.000-05:00

Taction Supervisor Will wrote:

[Client] customer Arthur Q. wanted to speak with the supervisor on duty this afternoon to share his experience with Sue G. I had the pleasure of hearing and recording his comments.

Arthur called in to report a "situation" with a previous order placed for his son-in-law. Taction received this [client] call as overflow and Sue handled Arthur's call. She notified the client directly for the necessary follow-up on the order. After this call, Arthur wished to compliment Sue for her efforts.

Arthur reported to me that Sue was "patient, polite and knowledgeable." [He] also stated that Sue assured him this issue would be resolved in a way that gave him "confidence" about the outcome. Arthur Q. and his son-in-law are loyal [Client] customers who have long been pleased with the company's products and customer service.

Thank you Sue G. for keeping up [Client's] high standards and excellent tradition for customer service. Your efforts with this client and other Taction clients are greatly appreciated.

Thanks again,

Will

Supervisor

Taction is a multi-client, award winning contact center, serving premium and trusted brands since 1983.

An Accolade for Taction Contact Center Agent Chelsea!

2010-02-15T08:59:00.000-05:00

Supervisor Laureen wrote:

Where to begin ---- I could not type fast enough with all the great things client customer Sylvia stated about our Agent Chelsea!

Sylvia is an officer in the armed services who served overseas in Irag etc. and is currently serving with troops who are helping in Haiti. She learned about our client's products from one of her soldiers mothers who uses[them].

Sylvia stated that Chelsea is awesome, consistent and professional. She wishes Chelsea was in the Army to help her with some of her soliders. Sylvia stated her needs and Chelsea "mapped it right out", advised what we have and explained what each product does.

Sylvia and I chatted for a while and she is just thrilled with the service she has been provided. She talked about her time in the army and the weather conditions she has been in that affect the hair and skin. She is going to recommend our products to her soldiers. She is also considering purchased some other [client] products.

Thank you Chelsea for the great service you provided to someone who is providing us with great service in the armed forces!

Way to go Chelsea!!

Laureen

Supv

An Accolade for Contact Center Agent Mary R

2010-02-12T15:16:00.003-05:00

Mary's Supervisor wrote:

I spoke with customer Laurie C. today. She placed an order with our very own Mary R. She had the highest of praise for Mary. She said that Mary was polite and competent and she was very impressed with her efficiency and customer service skills.

Thank you, Mary for always being pleasant and professional. Your excellent customer service skills are greatly appreciated!

Mary S.
Supervisor

Call Center - Do You Know the Top Five Benefits of Outsourcing?

2010-02-05T10:10:00.004-05:00

By Daljeet Sidhu (Re-Published from eZineArticles.Com, with permission by author)

In today's environment of cutthroat competition, customer expectations of support and service have reached new highs. Businesses without extraordinary customer support tend to lose favor with consumer, lag behind their competition or even face a survival crisis. Hence, the all-important customer support services can never be overlooked. Your company can set up an in-house call center or outsource such services. Much, however, depends on your available resources including manpower, infrastructure and technical know-how. While large businesses may go in for their own call centers, majority of the mid-sized companies find outsourcing a much viable option.

Listed below are five advantages of outsourcing your call center:

1. 24/7 support to customers across the time zones
In today's globalized environment, businesses often have customers spread across various time zones and they expect twenty-four hour customer service. Call centers, with 24/7/365 operating model, ascertain that customers get the required assistance whenever and wherever they need them. Such activities help cement ties between the consumers and the company and retain them in the long run.

2. Save on cost of establishing in-house call center
Establishing an in-house call center involves heavy investment on infrastructure and hiring and training of required personnel. This results in diversion of crucial resources from the core operations of the company.
Outsourcing these tasks to call centers takes care of the entire process of preparation, relieving the company of the headache of putting in place every small element and managing the operations all along.

3. Tap into required expertise
Maintaining an in-house call center is treated as an extra responsibility for businesses. On the other hand, call centers that are exclusively devoted to these operations treat it as their primary task, concentrating all their energies to deliver very high quality service. It is almost impossible for your company to reach that level of expertise. Thus, outsourcing call center services ensures excellent customer support services.

4. Focus on your core competence
It is important for every company to focus on its core competence and rely on outside experts to handle tasks that are not part of the core. Call center is one such area that should be outsourced since making and receiving calls is their bread and butter and it would be tough for you to match the quality of service they generally deliver.

5. Utilize advanced and specialized services
The bouquet of specialized and advanced services that call centers offer today go beyond expectations of the company. In fact, one has to be very careful in making the right choice of the vendor and the collection of services. The right kind of partnership with the appropriate vendor can contribute towards the success of the company at large.

It is not for nothing that call centers are becoming the new buzzword in the world of business. The positive contribution they make to companies far outweigh the investment made in hiring them as partners in business. Specialized call centers are here to stay and help you succeed.

About the Author: Daljeet Sidhu is Co-founder at TradeSeam Business Network.

To view this article in it's original context please go to: eZineArticles.Com

ATTA Gal, Contact Center Consumer Advocate Amy B

2010-01-26T12:35:00.000-05:00

Dear Amy,

Thank you so much for your help! I am truly so impressed with [your Company] and the great customer service you have extended me.

Sincerely,

Jessica

An Accolade for Contact Center Agent Brittany F.

2010-01-18T09:51:00.002-05:00

Client Services Manager Michele wrote:

I received an email from [one of our clients] regarding a call that our very own Brittany Fales handled.

Here is the exact quote:

"I wanted to pass on a kudos to one of your staff. Brittany F.
received a call last night around 10pm EST and based on her detailed
documentation she was a true advocate of [our company]. It sounds if she really understands the program and genuinely wanted to help the [customer].
Please pass my thanks on to her for such a great note and doing her best in providing a great call for the customer.

This was provided to me by one of our Client Consultants and I know
that this left quite an impression on her."

Well, Ms Brittany, I think you should stand up and take a bow.....
(I will ask for your autograph later.... :-) )

Thank you for your hard work and dedication,

Michele

An Accolade for Taction Call Center Agent Jennifer S

2010-01-15T13:33:00.006-05:00

Taction Shift Leader Charity wrote:

Several people had the pleasure of speaking to Ms Pinkert this evening. She was a customer who was determined to speak to Jennifer.

She had spoken to her previously and was so impressed she would not place her order with anyone but her! Ms Pinkert stated that Jennifer was so extremely helpful with all her questions and concerns!

Ms Pinkert said that she usually never called a business back and asked to speak with a particular representative, but she was so completely blown away by Jennifer that she "hunted her down".

Thanks Jenn for all you do!! Great Job!

An Accolade for Call Center Agent Sue G

2010-01-14T15:39:00.008-05:00

Taction Team Leader wrote:
I had the extreme pleasure of speaking with [a customer], Roseanne tonight. She [contacted the supervisor] to let us know how wonderful Agent Sue G was!
Roseanne stated she had been in sales for many years herself, and that Sue G was a wonderful sales person and was just great!
Roseanne went on to say that Sue G could sell Manhattan to the Indians…
So our thanks and appreciation go out to Sue G down on the 1st floor. Way to go!

Taction Systems Manager Celebrates 20 Years of Service

2010-01-13T15:12:00.005-05:00

Taction employees enjoyed food and friends, new and old today, during a gathering to celebrate 20 years of service for Systems Manager Chris Blum.

A lover of linux and the links, Chris applies kernel wizardry to his golf game every chance he gets.

During the course of Chris’ tenure he has guided the call center through many changes and challenges as the industry moved from terminals (in the dark ages) to pcs, to browser based crm, cms, and shopping carts.

Thank you Chris for your dedication and direction in all things IT and beyond and congratulations on 20 years!

TODAY’S ENTREPRENEURS USE OUTSOURCE AS A SOLUTION

2009-12-23T15:25:00.009-05:00

By Randall McKee

The other day I phoned a men’s goods company to find out more about their business. A nice lady answered the toll-free number, which I realized had forwarded to a cell phone. She asked my name and business and then handed the phone to the CEO/ Sales and Marketing Director. While conversing with me, this fast-talking, genuinely honest person was simultaneously entering a new order to fulfillment via wireless laptop and obviously hurtling down some expressway, most likely to source new and exciting products while still getting business done. This explains their corporate profile indicating only four employees. The lady who answered the phone counts for one, he is probably the other three!

This, my friends, is the new face of the catalog industry. A fantastic illusion whereby business owners and operators are no longer strapped to their offices or warehouses, no longer bound by business images of old. No vast employee woes, no expensive phone systems, no bricks and mortar. Today’s storefronts are made of ones and zeros, managed by PDA and wireless laptop wielding visionaries.
Overhead is manageable because it’s more clearly visible, allowing for more actionable cost of business controls. Something the traditional business owner may have more than a little trouble ferreting out. Outsourced warehousing and fulfillment, customer care, and marketing campaigns are becoming the norm, which is good news for those of us who offer outsource services in this brave new world.

I asked Ian MacDonald, Vice President and General Manager of CenturyNovelty.Com, a Multichannel Merchant Award 2009 Silver Winner to express how outsource affects his business. “Outsourcing customer service creates a competitive advantage on the cheap,” said MacDonald. “Every company would offer 24/7 service if that convenience to the customer would generate enough sales to be profitable. Outsourcing makes 24/7 service affordable; in fact, it is far less expensive than trying to do it in house. When staffing in house, you pay your employees by the hour, whether they’re on the phone or browsing Facebook waiting for the next call. With outsourced agents, you pay by the minute and only when they are on the phone. A recent review of our services found sending our calls to an offsite call center were 44% cheaper than staffing our internal call center 24/7.

“24/7 availability shows your customers that you‘re serious about providing a stellar customer service experience. When you’re open all day every day and your competitors are only open 8 or 10 hours a day, customers notice and understand who values their business. Outsourcing allows me to focus on growing the business, not running it. What if one of my agents calls in sick or wants to leave early? Now, it’s not a problem because we just send the calls to our outsource call center.”

This new vision has efficiencies built right in when you consider that instead of purchasing or leasing space to operate, answering phones to manage customers, equipment to manufacture, people to pick, pack, and ship these processes can be outsourced to those who already do these things and do them well.

Today’s entrepreneurs may not be the Mom and Pop shops of yesteryear but they care about their customers, they’re ready for your business, and they’re here to stay – with the help of outsourcing call centers.

Randall McKee is Sales Manager for Taction – The Contact Center; he may be reached at rmm[@]taction.net.

To view this artcile in it's original context use the link below.

http://www.findacallcenter.com/article/entrepreneurs-use-outsource.html

Please watch future Print Issues of Connections Magazine for a copy of the article, "Today's Entrpreneurs Use Outsource As A Solution."

The Power of Two, Call Center Math

2009-12-22T11:57:00.010-05:00

Customers don't always praise you in the Call Center world. Mostly they never call again, yet when they do the power of two can be immense.
On December 18th Customer A called and spoke with Agent X. Probably had a few questions, we're all comparison shopping these days.
And again on December 21st Customer A called back to place her order and spoke with Agent Y. The following Shift leader edited (for confidentiality) email hit our in-boxes not long after.

'I spoke with Customer A today. She placed an order with our very own Agent Y. She had the highest of praise for Agent Y. She said that Agent Y was polite and competent and was very impressed with her efficiency and customer service skills...'

And then this email...

'While I was speaking with Customer A (who sang wonderful praises for Agent Y) she said that she had spoken with Agent X on Friday, Dec. 18. She wanted to let me know that Agent X was also professional, pleasant, and efficient. She said that because she had received the highest quality service from not one, but two of our agents she would be purchasing of all of her products from [us] for a long time to come!! Thank you, Agent X for always being pleasant and professional. Your excellent customer service skills are greatly appreciated!'

So if Agent Y x Agent X= Customer A for life, then perhaps Agent Y x Agent X x Customer A= Customers B, C, D, E, F, and G?

We call these Accolades, and for customer acquisition, satisfaction, and retention it's like the "new" math only better!

Dedication, Call Center Workers @ Taction Have It

2009-12-15T13:09:00.001-05:00

Flu and winter have finally taken hold in Maine with some folks too sick to make it in or sent home to save us all and others with frozen water pipes, closed day care woes, and other everyday obstacles to clocking in on time. As the annual reminder email to staff goes, "we are a small community of isolated villages and towns..." where the average commute is 30-40 minutes of icy and sometimes mountainous back roads.

It's a wonder we have any seats filled at all, yet ATTAs are flying 'round our in-boxes as Agent after Agent stays over two hours late on a shift or comes in an hour early to ensure we answer every call possible that comes in.

Good thing because with 4th quarter almost spinning off the rails the phones are humming with catalog sales flooding in and Customer Service Representatives trying to ease customers holiday anxiety we are full on in the busy season and grateful for our dedicated workers. You folks are truly world class call center in every aspect. Thanks.

Christmas for Kids @ Taction - The Contact Center

2009-12-09T11:16:00.000-05:00

Each year Taction "adopts" 25-30 children, ranging in age from infants to 17 years old, through the Department of Human Services, State of Maine. This annual effort is coordinated through our Human Resources Department and our local Health and Human Services (DHS) office. For most of these children this will be the only gifts they receive. DHS provides a first name, age, size, favorite color, likes, wants, and needs for each child. These key insights allow "adoptees" to provide gifts that are meaningful for each individual child.

Employee volunteers sign up to "adopt" a child (or several) for Christmas starting in the fall. Those that are not individually "adopted" are provided gifts by Taction's Community Services and Wellness Committee (CSaW) fund to ensure that each child on the list has a merry Christmas. Monies are raised throughout the year for this effort by assigning special "Jeans Days", "Jeans Week", and holding auctions, book sales, and general donations all of which are completely employee funded.
We are pleased to note we are on our way to creating
a few more smiles, on Christmas morning, again this year!

No one likes to think of a child going without on Christmas!

Accolades and ATTAs, A Culture of Reward

2009-12-02T10:34:00.002-05:00

This initial post is for future reference and to allow readers to gain insight into two very important cultural aspects of our call center community. Quite often our employees are rewarded for doing right with public recognition, this blog and subsequent feeds build value toward this effort, wherein announcements of either an Accolade or ATTA (As in ATTA Gal or ATTA Guy!) has been earned.

In our call center we represent many client companies with unique offerings and customers. An Accolade can be generated by either customer feedback and/ or client feedback and is defined as: When a customer and/ or client goes out of their way to praise an employee.

ATTAs were created to reward employees for generally doing good including, but not limited to, working extra time to help out their fellow employees, shoveling snow or other housekeeping, even walking an employee to their car when it's late at night and dark.

As a culture that values reward, Taction - The Contact Center, will be posting Accolades and ATTAs quite often.