New department name

[mrothenb]

In our call center we have two departments - tech support and customer service. Neither department is able to do the tasks of the other department. We are creating a new interdisciplinary department that will handle both service and tech and will be responsible for retention. What we need is a department name.
It is going to use internal routing so customer who wish to cancel will be routed to this que by the CS department. We can't very well advise the customer that we are transfering them to the customer retention department now can we? I was thinking about CS level 2 but was hoping for something a little more attractive.

Any ideas?

thanks
Mike

[wwasilewski]

This is very similar to a situation I had in the cable industry. What we did was call the "Save" the retention team. When a customer wanted to cancel we told the customer we were going to transfer them to the right area. We tried with a separate department and having a certain skill on the floor. The later seemed to work better. We also started cross-training the customer service with basic technical information and vice-versa. This really proved to be helpful during call spikes. We could "borrow" people. It also provided our CSAs a better career path to be a Tech Rep. It also helped our techs receive commissions for cross/up selling.

[Tron Jordheim]

Do a contest in-house to come up with a fun name. It should be something that could make a person chuckle, especially if you are going to transfer half-----ed-off customers to them. Wouldn't you chuckle if someone at one of your vendor's call center transferred you to the Knights in Sparkling Armor department?