Q&A with BCI President Trey Briggs as published in a call center magazine.
What makes BCI unique to the call center industry?
The BCI program does what before was considered not possible. It ensures each agent within a group offers only 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 lexicon rules that define customer service. We teach agents to master these rules, hold them accountable for executing them, and the result is flawless customer service. Given any group of call center agents, BCI ensures each agent offers only the highest standard of customer service, and we keep them there for as long as our program is in place. We do what has never been done before.
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 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, transferring that knowledge to agents, and holding them accountable for executing it is how we ensure they offer only exceptional customer service throughout each moment of each call they handle.
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 always 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 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.