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2019 Agency Goals

Our Vision for 2019 is to raise the bar on customer service. We have always tried to catch the call on the first ring. I'd say we have done well with that. Early on in the beginning, around 2004, I implemented a phone system with every option in the world to make things easier. At least I thought it would do that. It did for the agency personnel, but customers hated it. I learned that early on never do that again. Consumers want to get a human on the phone. Heck with dialing into a phone system hunting to find the right person. Of course we do implement an automated phone system after hours, but during hours we don't. The goal by the end of the first quarter this year is have agents available after hours