Q&A with BCI President Trey Briggs as published in Contact Center Pipeline magazine.
What makes BCI unique to the call center industry?
The BCI training and performance management product does what before was considered not possible. It ensures each agent within a group offers exceptional customer service throughout the entirety of each call they handle each day, the first and only such product in the call center industry. We achieved this by identifying the rules that define customer service and how they function in each second of every call any agent handles. We teach agents to master these rules, hold them accountable for executing them, and the result is that they offer flawless customer service. Given any group of call center agents, BCI will ensure each agent is offering only the highest standard of customer service within weeks, and we keep them there for as long as our program is in place.
What is your leadership's top priority?
We seek to raise the bar of expectations regarding training. The prevailing narrative is that training is about so-called improvement or best practices, both weakly defined and expected to reach no specific target. BCI has proven instead that the rules of exceptional customer service are highly specific and easy for any agent to master, so the only acceptable outcome is immediate and sustained excellence. We know before getting started precisely what must be done to ensure every agent within any group offers only the highest standard of customer service, as should be the expectation of any training and performance management product.
What is the most important thing you have learned from your customers?
Through the prolonged study of our clients' agents interacting with customers, we have learned precisely what makes customers happy or otherwise. We discovered that agents convey or fail to convey respect, politeness, and empathy in predictable and identifiable but primarily subtle and nuanced ways. Understanding how this conversational nuance works and transferring that knowledge to agents is how we ensure they offer exceptional customer service.
What is the top pain point your product fixes for your customers?
We conclusively resolve what for many call centers is a major headache. Our clients consistently rely on our product for several years because we resolve their issues once and for all in a no-nonsense manner they can count on.
At a glance:
What do you do? We teach agents the rules of exceptional customer service and professionalism and hold them accountable for executing them throughout the entirety of each call they handle daily.
Whom do you serve? Organizations that are serious about service to their customers, many in the healthcare industry.
What additional features does your product include? Our program requires little time or effort from managers, it is easy for them to implement for both current staff and new hires, and our directives are easy for any agent to execute.
What do your customers love most about BCI? The comments I hear most are how easy we are to work with, how our product does exactly what we say it does, how cost-effective our program is, and how insightful our expertise is.