Celebrating The Customer Service Excellence Our Agents Deliver

As a company with plenty of customer service representative roles, TTEC knows the true value that our agents bring to our business and our community. For this year’s Customer Service Week, themed Above and Beyond, let’s paint a complete and very beautiful picture of the contributions and importance of our talented associates.

Beyond customer support: A necessity for our success

It’s common knowledge that customer service has had an increasingly positive effect on businesses. Good word of mouth does wonders for businesses, and the same is true for the customer service industry.

Growing the business is typically corporate priority number one. And, some consumers have shared that customer service excellence could be as valuable for them as the product or service they get.

So, we can’t deny the importance of customer service in growing the business. They lift us up in so many ways. Edgar of TTEC Mexico shares how thankful he is for everything they do:

“I want to take a moment to express my sincere gratitude to each one of TTEC’s customer service representatives. Your passion is what drives remarkable experiences for our customers. As part of Customer Service Week, let’s recognize the incredible impact you, the heart of our company, have all made.”

Keeping our current customers engaged is yet another invaluable role that associates play. Customer loyalty and retention (especially in the form of repeat business) come about due to great interactions with agents.

Beyond automation: The value of personal interactions

While AI, chatbots, and other process automations have started to become major trends in the customer experience industry, nothing can fully replace the incredible work that our agents do. Put simply, the human touch that customer service representatives bring is second to none.

That basically makes them irreplaceable! A key cog of business. They have the flexibility, creativity, and logic to find the best tailored solutions for customers. No fancy technology can do what they do. Khaled Q. from TTEC Egypt agrees 100%, saying:

“We train our agents to be empathetic and apply critical thinking when dealing and interacting with customers. Sometimes, it’s not just about sticking to the process and applying it strictly. Sometimes, what really matters is the extra mile that we go for our customers and going outside of the box.”

Yes, AI and automated processes can hardly make mistakes. But in customer experience, it seems quality customer service is just as valuable as perfect processing, if not more.

Good frontline interaction seems to be very important for customer loyalty and retention. Flawless processing is great, but the high-quality human connection and transparency agents provide is what creates customer service excellence. The way they care as a person is what customers need and want! Gihad from TTEC Egypt knows the value of this imperfect but human touch.

“We always strive for open communication within our teams when addressing any situation –concerns or even mistakes. Transparency definitely helps us address those and helps us provide support to our customers openly and effectively.”

Beyond appreciation: Celebrating our agents

So, what’s left to do or say other than "Thank you for all that you do?” We’ll schedule activities for our agents. We’ll create testimonials to sing their praises. We’ll write an article explaining the importance of customer service champions like them. But, all these events, words, and statistics might not be enough to capture how much we value our associates.

Still, it must be said: Our agents are our human touch, our empathy, our adaptability. They are at the heart of what TTEC does, what our whole industry does. If you work in one of our many customer service representative roles, we salute you for always going above and beyond to reach for amazing! Have a great customer service week.