In deference to the trend to move US call centers to countries like India and The Philippines, San Francisco based Headsets.com has put the Customer first. Specializing in telephone headsets, including a range of products by Plantronics, supplier to NASA, Headsets.com is proudly American and adheres to a series of Customer Service Values above and beyond the norm.
Headsets.com has recognized that wages are only one part of the equation of a healthy bottom line. “While wages in developing countries may be 50% less than those stateside, most Customers don’t care what we have to pay, they simply want quality service and quality products at a reasonable price” says Headsets.com CEO Mike Faith “With the caliber of our Customer Service Team and our association with a quality suppliers like Plantronics, we can guarantee that”.
To ensure the quality of his team, Faith, insists on an intensive selection program where only 1 in 150 applicants is accepted, and even then only a proportion of those make it through the training program. Headsets.com pays above the norm acknowledging that you need to “pay top dollar for top people”, additionally the company precludes commission based sales, preferring to “spread the company’s success. “Our team have to know our Customer’s needs and be able to match them with the best headset in the easiest, most pleasant manner. That’s what it’s all about”
“When a Customer calls to buy a corded or a wireless headset our people give them quality service and talk as long as the Customer needs to ensure that we offer them the right headset. If our Customers want to call back later, that’s fine with us.” says Faith “We don’t sell them a headset, we help them buy the best headset for their needs.”
To ensure Customer Service Excellence Headsets.com has established 7 Customer Service Promises which include “that all calls being answered by a live person within 4 rings” and total Customer Satisfaction – supported by a 60 day, no questions asked money back guarantee. No cold calls or outbound sales for Headsets.com, “we want to talk with people who want to talk with us – no pressure, no fuss, just respect and professionalism. I know that’s what I want rather than cost cutting at every corner.”.
In addition to this, the Headsets.com team aren’t paid sales commissions, they are gauged, and paid bonuses, in accordance with the level of Customer Service Excellence that they achieve. This service quality is based on surveys completed by Customers who purchase a headset.
The company celebrates whenever a new record of Excellence is achieved by an individual or the team as a whole.
This “Customer First” approach to headset sales is strongly supported by Santa Cruz based manufacturer Plantronics and the, over 200,000, satisfied headset Customers who keep coming back.
“We know that we could reduce our capital cost by basing off-shore, however we’re in it for the long term, proudly American and know that our Customers are as well.
“We’re not saying that Call Centers in Bangalore, Mumbai, Manila or elsewhere don’t have benefits, simply that we prefer to be local and supported by locals. We sell headsets to Americans who want headsets and we do it during regular office hours so you don’t get the level of burnout that many off-shore call centers experience by working 8000 miles away in a time zone some 12 hours removed from their Customers. This means that our team are “friendly, happy, awake and energetic” when they talk with our Customers and that they can focus that energy on providing great Customer Service.
At the same time, we’re supporting the American economy, which in turn supports us. All we can say is relocate? Bangalore – what for? Mumbai – why?
