Sound Telecom Taps Award Winning Agent for Trainer Promotion
Spokane, Washington (PRWEB) July 30, 2013 -- An important tenet of Sound Telecom’s mission statement is devoted to creating career paths for its employees and mentoring, developing and promoting talent within its own ranks. Today the 27 year old company is promoting Melinda Howard, one of its best professional customer service agents to its training department. “When Melinda expressed an interest in pursuing a career path in training I was thrilled!” said Brian Gabriel, Sound Telecom’s COO. “To have a person as talented as Melinda join our training team is a huge step forward for Sound Telecom and its quality programs.”
Not only is Melinda now a part of Sound’s training team, but she won the SuperAgent award for July; her 5th win this year. “Her performance is exemplary,” states Cheryl LaBaw, Sound Telecom’s Director of Customer Relations. “Everything about Melinda exemplifies our mission to be Professional, Friendly and Courteous. I am very excited for her new direction.” Melinda consistently scores at the top of all performance metrics. She excels at speed of answer, multiple call processing and accurate detail in message capture, and she does it with a smile in her voice.
Sound Telecom’s training department plays a critical role in service quality. Trainers are responsible for reviewing dozens of monitored agent calls on a weekly basis. These calls are reviewed at a granular detail to ensure that all aspects of an agent’s performance are delivering the intended results to the end customer. “I can’t wait to get started!” says Melinda. “I have helped many agents over the years become even better at what they do, but now I can focus all my attention on our team so that we have a whole group of SuperAgent performers each month!”
The SuperAgent award is part of Sound Telecom’s aggressive quality performance program. The goal of the program is designed to monitor both call quality and operator performance. By measuring quality and metrics simultaneously Sound Telecom develops a balanced approach to call center performance that produces excellent results and superior customer experience. The program regularly produces high achievers because agents see immediate recognition for results. Over half of Sound Telecom’s call center agents regularly score at the highest 10% level of performance metrics.
“I’m very excited that Melinda is in a position to coach and help others replicate her successes,” adds Michael LaBaw, president of Sound Telecom. “Melinda has a winning personality and attitude and a genuine desire to mentor other members of the team. I can’t wait to watch her shape our training efforts.”
About Sound Telecom
Sound Telecom is a leading nationwide provider of 24-hour Telephone Answering Services, Contact Center Solutions and Cloud-based Phone Systems professionally serving customers for since 1986 with USA based agents. For more information, please visit http://www.sound-tele.com.
Contact Information
Michael L. LaBaw, President
Sound Telecom
800-577-1550
http://www.sound-tele.com
Michael LaBaw, Sound Telecom, http://www.sound-tele.com, 800-577-1550, [email protected]
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