TEMPOE Is Taking Their ‘Best in Class’ Customer Service to New Heights by Offering BPO Services

After a three-year business transformation, TEMPOE, LLC, a leading national retail FinTech firm, is taking its “Best in Class” first call resolution customer service model to new heights by offering BPO services outside of TEMPOE and SmartPay.

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TEMPOE’s COO Quincy Sterling has led the transformation from “call center operations” to Customer and Client Support operations.

“Our goal was, and is, to become the leader in integration by becoming an extension of our client’s business,” says CEO Chris Garrido. “When we service our customers, we represent our retailers. We owe it to our retail partners to provide their customers with superior service. When we look good, they look good, and when we look great, that is a reflection back on them.”

Three years ago, the TEMPOE Customer and Client Support center launched the “First Call Resolution Revolution.” With this new service model and a renewed emphasis on internal development, proactive customer engagement, and key performance metrics across all locations, TEMPOE’s Customer Service teams have seen a seismic shift in beliefs, culture, and most importantly, results.

TEMPOE’s COO, Quincy Sterling, led the transformation from call center operations to Customer and Client Support operations. “The Customer and Client Support teams are conviction-driven and passionate about leveraging business analytics and Voice-of-the-Customer in-sights to ensure we are giving consumers what they want: seamless customer journeys,” says Quincy Sterling, COO.

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The customer service teams’ performance metrics accurately reflect their passion and drive to create a seamless customer journey. To date, the TEMPOE Contact Centers have achieved: 

• Average 75 Net Promoter Score (Best in Class Status)
• 92% of calls answered within 10 seconds
• Less than 2% abandon rate
• 96% first call resolution

Based on the enormous success of the best in class first call resolution model, TEMPOE secured an exclusive partnership with key eComm player Venue Marketplace. This BPO engagement ensures customers shopping at Venue experience a truly seamless customer journey and discover what best in class customer service really means.

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