We take great pride in our employee recognition program. Each month, we ask our operators and staff to nominate someone who goes above and beyond great customer service and exhibits a commitment to their community through giving of their time and talent.
These calls all demonstrate the caring tone, the empathetic responses and the fortitude of our heroes to make sure the callers feel at ease and heard. The standards are set at the highest mark, which means sometimes we may not even have a winner each month. We are proud to have a staff of wonderful individuals to represent A Better Answer.
Irene, the other member of the September Call Handling Hero duo, teamed up with Michelle to help a home health nurse find a patient's home after exhausting all other options. They even went as far as using satellite imaging to help locate the patient's home.
Eric handled this month's Call Handling Hero call calmly and quickly. He patched our client through to the appropriate 911 department and even reconnected the call when they were disconnected.
An on-call agent for one of ABA’s clients called in angry because we called his backup instead of him. He refused to say who he was or which department he worked in. He was using profanity and shouting for the bulk of the call. Kyle was able to keep a cool head and deliver the message.
When trying to switch out a call, Kerri heard the caller say, “I’m holding onto my wife so she doesn’t jump out the window.” Knowing that she may need to call the caller back, should they get disconnected, Kerri took the caller’s information.
Our first award recipient has been a beautiful example to us here at ABA of what a human heart should be...always ready to Serve, Help and Give.
We did not have to look far to find her, just to the top! Our boss Dee was the first winner of the Call Handling Hero Award!