We never set out to do these wonderful things. We never imagined that we would be affecting so many people’s lives: agents’ lives, clients’ lives and customers’ lives.
It really was set out because there was a need. So we had to take the philosophies and the practices of marketing and management, which you do in a very large corporation, and place that into a call center environment. Nobody had done that before. We spent a lot of time taking that premise, finding the best of the best and working with the agents in a flexible environment.
We continue to hire the best of the best. We continue to stay one step ahead of what we think is going to happen in the industry. And we continue to focus on the high-touch, empathetic agent who can actually communicate at a different level than a lot of agents that are addressing customers in today’s economy.
I think the industry has actually changed for the better. When we started this, nobody was working from home. It was an anomaly. Why would you ever want to let anybody work from home? How could you possibly manage those people working from home? Now, to our benefit, we’re seeing lots of other folks out there embracing and challenging what we’ve been doing all along.
Everybody runs their company differently. And we respect that. Our agent base is not a unified group that is going to respond and react the same way every time. I think that’s what is fantastic about our offering is that we’ve got agents who can think on their feet, and who can respond and react in whatever the situation happens to be.
The agents are what make us a success.