Yesterday I was asked a question that I am often asked and I thought it deserved a blog post.
The question I was asked is “Where is your call center?”
I always answer the same….. WE DO NOT HAVE A CALL CENTER!!!
We have product experts, and that function is handled in our head office.
The expertise in our sales department is a core competency. I would put our product experts up against anyone in the business in their deep knowledge of the respective products. They each have incredible knowledge on flooring, decking, and other products. Because of our unique supply chain, they each understand the manufacturing process and have direct contact with the factories.
They are trained to help customers find the best value and help them understand the myriad of choices.
There are two main reasons that we do not outsource this:
1) The level of knowledge required for the role is immense!!
2) Our customers are too important!!!!
When I think of outsourcing customer service, my own horrible experiences spring to life. I think about getting my call routed overseas, automated messages, waiting on hold, and then not having someone that can answer my questions. When given a choice, meaning that the company has competitors in the marketplace, I would rarely choose a company that runs their operation like this.
It seems to me…shortsighted. Potentially increasing profits short term, but risking the business long term.
Although we do not yet share the feedback of our product experts on the web, (We thought product quality was more important) it is something that is measured every day in our office. I am extremely proud of our people and their commitment to our customers.
To conclude this post, I have included some of the comments we received this week. Keep up the great work.