We set very challenging service level objectives for our call center, and we then insist on those standards being met. Many call centers would simply be unable to consistently do that, so we were of course initially unsure whether or not Tacamor would. But based upon a favorable first impression with Tacamor, we decided to give them a chance to show us what they could do. We made a good move.
We are now not only meeting but exceeding our service level objectives. Tacamor’s front-end resolves a large number of our calls without even needing a live agent. The calls that do require an agent are answered quickly, and resolved almost 30% faster than we had previously been able to do. We are able to access reports whenever we want them, giving us a detailed look at how things are moving, and helping identify any troubles before they become major issues. Our customers are dealing with friendly, genuinely caring agents who either resolve their problems quickly or help them understand what is happening. And all of this is ours at a price that is at the lower end of anything we could ever hope to find within North America.
Michael Biondo
VP Customer Operations
Thumbplay
We had already been very successful in Europe, so as we looked at an expansion into North American markets, we knew a major factor in our success would be the quality of our customer service and technical support. We started listening to what other companies were doing, and were particularly impressed with the service of one market leader. Tacamor was the company handling their customer service, and as we engaged with them, we could easily see why. Tacamor is committed to providing great support for their clients and those companies’ customers. We believe Tacamor sets the standard for customer service and technical support call centers.
Joerg Sigmund
CEO
Burda Wireless GmbH, Munich
At eMusic we are focused on providing the highest level of satisfaction to our members. This means consistently delivering the best value and support for our services. When our members have billing questions, run into technical challenges or need help discovering the latest and most exciting music, we depend on our Member Services team at Tacamor.
We recently heard from one such member who struggled with the registration process on our site. She called our toll-free number and spoke to one of our Tacamor agents and afterwards shared her feedback in an email to our corporate offices. She stated:
“(the agent) remained very calm, was extremely helpful, and… presented himself in the most polite and professional manner. It took quite a while to resolve all of my technical issues but he patiently assisted and as a result, I remained a customer.”
Thanks to the service Tacamor provided on that call, she remains a valued member today. A call center that can turn around that type of situation is a great asset for any company. This caller’s experience is just one member’s example of why eMusic is proud to have Tacamor as our call center provider.
Troy Feely
Director, Member Services
eMusic
