A few years ago, I stepped out of the airport in Shanghai for the first time and made two observations about my taxi ride to the hotel. First, we were riding in a large older Buick. But just as shocking were the white gloves of my driver as he with hands at 10 and 2 drove me through the streets of this magnificent city. Why is my driver wearing white gloves and where did that term come from? At Group Elite we use the term white glove with customers all the time, but what are White Glove Call Center Services? White Glove Call Center Services are consulting services that involve a very high level of care for communication, details, adoption, check-ins, and always asking for feedback.
The term “white-glove treatment” actually means “providing a very high level of service, or involving a lot of care about small details.” But, the phrase can also have a harsher meaning of something that can be “meticulous; painstaking; minute, like a white-glove inspection.” The phrase is used by hotels, by supply-chain software ads, in household moving services, and even my local carwash. But when you see white gloves in action, what does they really look like?
At Verint Engage in Orlando I overheard that Group Elite offers “white-glove services for Verint customers.” But wait, now I’m confused. Is that a high level of service pertaining to small details, or is it meticulous, painstaking, and minute like an inspection? After spending hours with our consulting team and hearing from our customers, I’m proud to say it’s both. Our team painstakingly commits to projects that often have meticulous steps that are both technical and behavioral that impact customer experiences, but we also use our white gloves to check for dust along the way with process improvement techniques.
Group Elite commits to successful projects through 7 simple principles:
#1 Create a Plan
A project plan is more than just a taxi driver asking you “where do you want to go?” A project plan considers budgets, resources, and milestones. In some cases, our projects start with a Call Center Needs Assessment Framework that captures dozens, sometimes hundreds of details. We never forget that “70% of organizations have suffered at least one project failure in the last year,” according to KPMG. Work with our team that includes white-glove planning that protects your project from failure.
#2 Be Exact & Timely
All of the care in the world means nothing without timeliness and communication. Our team commits to timely communication that keeps you informed.
#3 Respect the Details Downstream
Our founder Michael Moore shared that white glove treatment means that, “our team understands the downstream impact to your business. First Contact Resolution (FCR) for example, is more than just reducing repeat calls for an agent. A good consultant will see the FCR impact downstream on customer effort, loyalty, increased wallet-share and call center efficiency.”
#4 Know that Completion is Not Adoption
Anyone can train your team on how to use new software and call it “Complete”. Our team looks holistically at the problem and focuses on overall adoption of the tool. How many times have you invested thousands, or even millions, in a software project only to see users abandon the tool within a year? Group Elite concentrates on overall adoption – adoption that is deeply entrenched across the organization – from the front-line user experience to an executive’s dashboard.
#5 Blend into the Background
Just as my taxi driver quietly drove while I spoke on the phone, our team is committed to working at speed. Our team does not want to dominate the conversation. Our team wants to blend into the background over time so that your staff finds success. In some cases, our team takes over and completes an assignment like our Quick Win projects, but just like adoption from above, our goal is to always make you successful.
#6 Check-in Along the Journey
Solid engagements are based on strategic goals that take time for transformation to take shape. Our team uses “Health Checks” or “Check Points” over the course of a year or two, not just ride into a project and leave after a few weeks.
#7 Ask for Feedback
Our team asks for feedback after training, after project completion, and after a support ticket is closed. Each of these feedback requests are unique and we use Gartner’s first tip in collecting feedback – “Target the Right Customers.” We ask specific questions to specific customers about specific projects. The project methods we use, our North American-based NOC, and our customer cloud-choice vision were all created from customer-driven feedback over the last 10 years.
So, with these 7 things in mind and my white gloves on…
How can we help you?