The importance of a good call center cannot be overstated. More and more companies are turning to call centers to handle their customer service because a dedicated staff that only needs to worry about handling problems is good for business. Of course, a call center is only as good as its customer service and that is why the city of Murfreesboro, Tennessee has undertaken a new program that is geared towards honoring those employees or groups of employees who have garnered excellent customer service grades.
The city has put together its stellar STARS employee recognition program in order to honor those employees who go the extra mile when it comes to dealing with customers and making sure their problems are handled.
STARS stands for employees who Succeed Through Attitudes Reflecting Service Excellence. The nominations for people to win these awards are made by other city employees or from people in the general public who have had a great interaction with those employees.
The program is actually geared towards recognizing employees who handle their call center responsibilities so well that people they deal with on the telephone are obliged to nominate them for an award. The program also likes other city employees to recognize their co-worker’s efforts through nominations.
The final goal of the program is that employees of the city will better recognize just how important the best service they can possibly muster is to the entire community. The program will eventually be offering more than just recognition as the city council plans to have awards in place that will further incentivize receiving an honor under the STARS program.
City Manager Rob Lyons said that the city’s employees are great at providing customer support but that, “The city council and I recognize that a reward and recognition program delivers the motivation needed to maintain that level of support.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Brooke Neuman