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    Customer Care & Quality Assurance

    We do more than customer service. We deliver outstanding customer experiences that reinforce—and differentiate—your brand in the mind of your customer.

    Customer Care

    We know that every customer care interaction matters. We recruit, train and develop our people to have a passion for meeting the needs of every customer. Our support professionals know that each interaction with your customers is an opportunity to build a relationship and enhance your brand's value. We strongly believe that "satisfied customers" should be a baseline – not the end result. Your satisfied customers should be your brand's biggest fans by being passionate about your products and services.

    Our customer retention solutions are designed to help move you ahead of your competition and create true brand ambassadors - customers who don't just stay with you, but rather share their enthusiasm for your products and services. We do this by utilizing the best Customer Relationship Management (CRM) techniques and tools to help improve response rates, increase order values and develop loyalty programs that can help maximize revenue and profit.

    Our highly trained Customer Care Support Professionals use their resourcefulness to resolve customer issues in a timely manner and lay the foundation for up-sell and cross-sell opportunities. As a client, you'll benefit from increased customer satisfaction, enhanced brand loyalty and the potential for additional revenue. In addition, we can provide insightful analytics on customer interactions and our blended care and sales programs help reduce costs, increase revenue and improve customer experiences.

    Ecommerce and multichannel customer care. The human interactions that personify your brand.

    Our Customer Retention solutions include:

    • Customized loyalty programs

    • Customer and prospect profiling

    • Lifestyle membership and continuity programs

    • Membership rewards programs

    • Save programs

    • Warranty services

    Global Empire Corporation has an advantage over other centers when it comes to Quality Assurance. We stepped away from the traditional approach because it understands that when it comes to Quality Assurance it's not just about listening and monitoring.

    Quality Assurance starts with the agents. It's about assuring client's that we will put agents on the phone who know not only the product but have mastered the quality guidelines demanded by their project. Metrics are then in place to make sure that we can measure the agent's progress as he grows within the vertical.

    Quality Assurance at Global Empire Corporation is about automated workflow and embedded analytics that reduce manual work 60-80 percent. Our analysts know that they are not just there to listen. They are there to follow and implement the Six Sigma principle of: Define Measure, Analyze, Improve and Control. Thus, with our state of the art call monitoring technology that enables us not just to listen but whisper to agents without the customer knowing or hearing; a perfect CSAT is an easy thing for us. In addition, our quality assurance specialists have the ability to capture and record both audio conversation and screen navigation which allows our management team to study the causes of problems live and in real time. Our system will display and monitor every agent. This allows our management team and quality assurance specialists to take appropriate action to improve our agents call handling methods.

    A customer service experience impacts the perception a consumer has of your brand. And in the age of social media, it can also influence more opinions than ever before. That's why we never forget that our most important goal is to consistently deliver superior customer experiences—before, during and after the sale.

    When your customers have a positive experience with your brand, you get increased share of wallet and repeat business. So whether we're answering a product question, taking an order, processing a return or exchange, or solving a problem of any kind, we always make sure your customers feel respected, served and cared for, and that we meet or exceed their expectations for the interaction.

    From satisfied to loyal to advocate

    Our goal is to help move your customers from satisfied to loyal, and ultimately, to advocates for your brand. Our culture, people, processes and technology all support that goal, and the strength of our commitment to it is the biggest difference between Global Empire Corporation and other outsourced call centers.

    It can also be a differentiator between you and your competition. Products may be similar, and price advantages are difficult to maintain over time, but a higher level of customer care can be a sustainable advantage for your brand—and we are experts at delivering the highest levels of care for some of the world's most trusted brands.

    Focusing on Brand Care

    We call our agents Brand Care Specialists, which makes it clear that their highest priority is faithfully taking care of your brand image and representing your company to your customers. Our agents immerse themselves in your brand, gaining hands-on knowledge by using your products, so we can speak from experience when talking to your customers.

    We ensure outstanding customer experiences by being first-class communicators—both with your customers and with you. To a much greater degree than at other call centers, our account managers communicate with you and with the agents on your account to keep everyone on the same page. There are no layers of management standing between you and your Global Empire Corporation account manager, who strongly identifies with your company and products—just like our agents. In fact, they think of themselves as working for you and always answer questions about you as if they did.

    The right agents on the right accounts

    Every brand has a personality of its own, and one agent may be better suited to representing it than another. We have developed proprietary recruiting, training and management processes that get the right people representing the right brand, in the right way.

    Our on-site training facilities, dedicated trainers, and customized training programs prepare our Brand Care Specialists to speak your brand and meet the customer satisfaction metrics you specify.

    We encourage our agents to take the initiative and go the extra mile in solving problems. Customers who get such outstanding, personal service become loyal customers and even advocates for your brand.

    The technology behind customer care

    Our technology that supports delivering outstanding customer care is flexible—another key Global Empire Corporation differentiator. We can do the necessary integration to use your existing platform, or we can build the operations workflow on our patented platform, and still incorporate your business rules.

    Our platform includes tools that allow agents to view callers' web history on the ordering site, enabling them to provide the best service, especially when a caller is having trouble with the site. Our implementation team works with you to specify business objectives, quality metrics, key performance indicators (KPIs) and more. We provide web-based reporting to measure any aspect of our service you want to monitor, including customer wait time, average call length, abandonment rate, conversion rate, and more. We can also integrate this real-time data into your existing reporting infrastructure.