I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued to refine his agent training. Today, I am highlighting his company’s unique training and performance management product that ensures service excellence in every call.
Q. What makes BCI unique to the call center industry?
The BCI training and performance management product ensures each agent within a group offers exceptional customer service throughout the entirety of each call they handle each day, the first and only such product in the call center industry. We achieved this by identifying the rules that define customer service and how they function in each second of every call any agent handles.
We teach agents to master these rules, hold them accountable to executing them, and the result is they offer flawless customer service. Given any group of call center agents, BCI will ensure each agent is offering only the highest standard of customer service within weeks, and we keep them there for as long as our program is in place.
Q. What is your leadership’s top priority?
We seek to raise the bar of expectations regarding training. The prevailing narrative is that training is about so-called improvement or best practices, both weakly defined and expected to reach no specific target.
BCI has proven instead that the rules of exceptional customer service are highly specific and easy for any agent to master, so the only acceptable outcome is immediate and sustained excellence.
We know before getting started exactly what must be done to ensure every agent within any group offers only the highest standard of customer service, as should be the expectation of any training and performance management product.
Q. What is the most important thing you have learned from your customers?
We have learned through the prolonged study of our clients’ agents interacting with customers precisely what makes customers happy or otherwise.
We discovered that agents convey or fail to convey respect, politeness, and empathy in predictable and identifiable but primarily subtle and nuanced ways. Understanding precisely how this conversational nuance works and transferring that knowledge to agents is how we teach them to offer exceptional customer service.
Q. What is the top pain point your product fixes for your customers?
We conclusively resolve what for many call centers is a major headache. Our clients always rely on our product for several years because we resolve their issues once and for all in a no-nonsense manner they can count on.
Since 1994, Trey Briggs has been a leading innovator in the call center training field. BCI’s clients have included Four Seasons Hotel New York, The St. Regis New York, Mandarin Oriental Hotels worldwide, Gaylord Hotels, and several hospital networks in the healthcare industry today. Trey can be contacted at [email protected].