Customer Retention: Keep ’Em And Hold ’Em

Training CSRs to consistently deliver a high level of customer service is paramount to customer retention. Meanwhile, to Bensalem, Pa.-based hosiery cataloger and continuity marketer HCI Direct, getting feedback from reps’ interactions with customers may be just as important.

While HCI Direct employs an outsourced call center, a team leader at the call center conducts a thorough debriefing at the start of every workday. Director of Customer Retention and Service Alysia Caccuro notes that she’s looking for anything out of the ordinary from the prior business day, such as common customer complaints or service problems. “If we have six agents saying they had customer calls regarding problems with the color of their shipments not matching their orders, we can then go to fulfillment and operations and let them know we’re having a problem,” she says.