Director/CEO
Team,
During Customer Service Week, Oct. 6-10, we are privileged to honor our more than 200 contact center teammates who consistently go above and beyond to serve those who serve.
The Exchange has two contact center teams: One dedicated to e-commerce and another specific to the MILITARY STAR card. Both teams embody this year’s Customer Service Week theme, “Mission: Possible,” an especially fitting motto as significant improvements to our online platform and proprietary credit program continue.
Crystal Chism, who manages the eComm team, says customer experience scores remain high—most calls this year are about questions about new initiatives to further strengthen the customer experience.
An Army Veteran, Chism was a customer long before she joined Team Exchange. She knows how important the teams’ work is to the Exchange mission.
Exchange Credit Program Senior Contact Center Manager Priscilla Soria says that the introduction of a new and improved card a year ago brought many new opportunities to support the best customers in the world. The ECP team’s customer engagement averages about 2,400 calls a day, which ranges from 100 to 120 calls per associate. Call volume reached as high as 3,200 after the new card launched, as the team fielded questions about tap-to-pay and other new features; how to link the card to Apple Pay or other payment services; and more.
Taking these calls requires knowledge, kindness and lots of patience. There is often little time to pause, but Customer Service Week events and theme days provide a respite for our teammates at the tip of the customer service spear.
Through the week, e-comm contact center associates are invited to post a photo representing the day’s theme, which will enter them in a drawing for a $10 Exchange gift card. There will also be trivia contests each day, with the winner receiving a $10 gift card.
Exchange Credit Program associates have packed nearly 160 gift boxes for the MILITARY STAR contact center team. The boxes include MILITARY STAR T-shirts, water bottles, mousepads, bags and carabiners; an Exchange first-aid pack; and $15 Exchange gift cards.
It is an honor to serve the best customers in the world with the best customer contact center associates in the world. These teammates truly set the high bar! Please join me in celebrating and thanking our awesome customer contact center superstars.
Family Serving Family!
Tom
Tom Shull
Director/CEO
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