[Alan Clayton]

We were checking off all the boxes, ie did the CSR do X Y and Z?

However, we were missing part of the picture.

Our back office procedures were messed up which the call measurement process wasnt taking into account. Our CSR's were being nice, they were saying a lot of the right things, but then, our back office wasn't delivering what our CSR's were saying would be delivered... OOPSSSS..

Like I said before, we really had to dig to find out why people werent happy with us. I would be more than happy to chat or email with more info as that is just the tip of the iceberg..

Happy Holidays!!

PS Thanks for the compliment!!