Last month we let you in on a key ingredient of Cosmopolitan Medical Communications’ success: recognizing our dedicated team members as a highly-valued front line asset. We don’t think of them as disposable employees (the way many call centers do), but rather as fellow human beings that we invest in for as long as their tenure with us allows. One of the ways we motivate our team members is by holding a quarterly Customer Service Competition.
Customer Service Representatives: Striving for Excellence
For our quarterly competition, our talented Customer Services Representatives are divided up into teams, which are then secretly monitored and scored on a variety of calls. These calls represent the diversity of skills, expertise and knowledge required of our representatives across the broad spectrum of call services offered by our company. The criteria we score each monitored call against is based on requirements for calls set by Cosmopolitan Medical Communications and A.T.S.I., the Association of Teleservices International. The team with the highest score in internal quality monitoring wins the competition, earning them a team-building reward.
Time Out for Fun and Recognition
Realizing that work is just one part of a well-rounded life, we make sure our highest scoring team of Customer Service Representatives get treated to an evening of fun outside the office. Reflecting our values of treating our team well and encouraging team-building exercises, we took the winning group to dinner and games at Dave & Busters, a food and entertainment complex. After a plated dinner with the administrative staff, the representatives were treated to two hours of team building games and fun in a vibrant, lively setting. We believe this kind of reward goes a long way in establishing a deeper connection with our front-line representatives, and encourages the kind of dedication and loyalty that transfers to excellence in every call, every time.
