Commitment to Customer Experience Drives Staffing, Service Investments at 360training.com
With more than 3,000 elearning courses in continuing education, professional certifications and compliance taken by hundreds of thousands of learners every year, 360training ramps up investment in all facets of customer service to provide unmatched support.
Austin, TX, January 13, 2011 -
360training.com™, the country’s leading provider of online training solutions, has pushed customer service to the forefront of company initiatives, recently completing a concerted thrust to optimize the customer experience. These investments in customer service functions include a 72% increase in support team staff, with over 40 dedicated customer support team members working with individual clients; creation of a support team exclusively for corporate customers; and hiring a new head of Customer Experience.
Clyde Seepersad, VP for Operations said, “Since our customers are already stressed from taking required Continuing Education courses with a deadline for completion, we are focused on reducing the issues that drive support calls as well as ensuring 24/7 staffing at our contact centers.”
Support staff is available around the clock via phone, e-mail or online chat to help with any issue the elearner might encounter whether it’s a connection problem or just general help logging on.
“Customer loyalty is very important to 360training.com. We want people to become ‘learners for life,’ with us as their trusted content partner,” Seepersad said. Customer satisfaction is so important at the company that the entire 360training executive team keeps close tabs with what customers are saying and gets feedback to their inbox daily.
The customer experience team, tracks customer feedback and comments like these speak to the benefits of such a significant investment:
“I’m thankful to your staff for getting me through my problem and for the never-ending patience,” said Tammy Duncan, praising the customer support representative who helped her.
Jeannie Erickson could not find a file she needed and sought help. Her support experience? “Thank you so much for the fast service. I was able to renew just in time!” said Erickson.
When Louis Carballo was locked out of a course, the 360training.com’s fast response support team put him immediately back on.
“These concentrated efforts in customer support have shown impressive results: 40-50 percent reduction in call volumes as support is provided via other means including live chat – and this combined with the increased personnel, means that we’re now well above 95% answer rates for incoming calls and getting to more than 80 percent of them in less than 20 seconds. We continue to target increased improvements.”
Still unmatched in the industry, 360training.com offers learners 24/7 customer service via phone, e-mail or chat. A specialized team is dedicated to corporate account service, giving assistance to issues and concerns 8:30 – 5PM CST.
About 360training.com™
360training.com is a training technology and content company that serves over 2,500 e-Learning partners who together have trained more than 3 million users worldwide. Our integrated strategy of technology, content, and service helps organizations and professionals in a wide range of industries best manage their career, compliance, and certification needs. Ranked as the 6th fastest growing tech company in the 2006 Deloitte and Touché Fast 50, 360training.com’s customers include industry leaders Guaranty Bank, IBC, CB Richard Ellis, Centex Homes, Duke Energy, and more. To learn more about corporate training solutions, visit 360training.com.
