3C Contact Services (3CContactServices.com), North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is pleased to announce that it has begun incorporating the Wonderlic Cognitive Ability Test into its agent screening process to better serve its rapidly expanding customer base.
“Call center representatives are the first impression a customer gets about a company. Brands that do not provide their valued customers with a positive experience don’t just risk losing clients and revenue, but also damaging their reputations,” says Rick Johnson, acting president of 3C Contact Services. “In fact, nearly two-thirds of consumers say they’ve stopped doing business with a company because of bad customer service.”
Johnson explains that “bad customer service” isn’t limited to being rude or not listening to a client; even subtle mistakes can damage a company’s reputation and send customers to the competition. Ultimately, bad customer service occurs whenever a customer doesn’t feel appreciated or understood or when their issue fails to get resolved.
To make sure 3C Contact Services only hires the most qualified contact center agents, it has incorporated the Wonderlic Cognitive Ability Test into its agent screening process. The Wonderlic test consists of 50 multiple choice questions to be answered in 12 minutes and is used to help access an individual’s aptitude for learning and problem solving under sometimes stressful situations.
“No matter how many people it takes to fix a problem, the customer wants someone to look after them from beginning to end. Unfortunately, this doesn’t happen very often,” Johnson concludes. “While some contact centers limit what their employees can and cannot do and frustrate customers by shuffling them between agents, at 3C Contact Services, we streamline the process and empower our agents to handle each and every call, from initial contact to successful completion.”
3C Contact Services provides its clients with top-quality, best-of-class outsourced contact center services. 3C Contact Services’ customizable solutions allow companies to increase profitability while increasing market share and business intelligence and maximizing customer relationships. Specializing in customer retention strategies, 3C Contact Services has a dedicated and well-trained team of customer support specialists who provide excellent service that is delivered consistently in a timely and cost-effective manner. To learn more about 3C Contact Services, visit the company’s web site at www.3CContactServices.com or call 3C Contact Services at 1-888-353-2335 or via e-mail at r.johnson@3ccontactservices.com.
