March 21 2016

Video: Award-Winning Customer Service from Safelite’s Contact Center

Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology

“I really enjoy the people I work with – we are like a family! Also, working in a Contact Center you get to experience different things every day!” – Jenny Guroy, Director, Sales Center Contact Center Operations & Project Leader

Team Leader: Jenny Guroy, Director, Sales Center Contact Center Operations

Years of service: 8 years

Location: Columbus, OH

In early 2015, the Autoglass UK Customer Contact Center needed some assistance and asked Safelite to take their overflow calls within our Sales Central contact center. Our CSR team was up for the challenge. With hard work from both the UK and U.S. teams, it went live within 10 days.

On April 7, 2015, Jenny’s team arrived for work at 3:30 a.m. to start taking calls at 4 a.m. (that’s 9 a.m. UK time). That first day, the U.S. team answered more than a 1,000 calls, providing a positive customer experience for Autoglass customers.

In total, the project ran for approximately six weeks and during that time, upwards of 40,000 calls from the UK were handled by Safelite customer service representatives.

According to Safelite US team lead Nick Staub: “This was a challenging and extremely rewarding moment here at Safelite. I certainly hope one day we will reconnect and continue to foster international cooperation and solidarity for our common goal.”

Top Tip

“On the phone, find a way to connect with your customer. Seek to understand them and they will trust you.”

Because of their commitment to going above and beyond for customers, the UK project team won an International Exceptional Customer Service Award.

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