ABA takes great pride in our employee recognition program. Each month, we ask our TSRs (operators) and staff to nominate someone who goes above and beyond great customer service and can exhibit a commitment to their community through giving of their time and talent.
With Outstanding Words
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. We are proud to have a staff of wonderful individuals represent A Better Answer.
Pam from our Houston office showed how seemingly unimportant details are actually quite the opposite.
Sandra was able to seek out and connect a tenant with his building's brand new owner to solve a potential water damage emergency.
Lindsey earned her spot as the Call Handling Hero® for January by being vigilent and acting quickly.
Melissa was able to quickly and effectively manage complicated healthcare calls and get the callers the resolution they needed.
Linda helped a caller get access to some much-needed counseling, despite some hesitancies from the caller.
Martha used quick thinking to ensure both the client and the caller were satisfied with a shipment situation.
Eric handled a call from someone looking for a ticket for a sold out event and later a call from someone who was no longer able to attend the event.By working with the client he was able to connect the two!
Michelle teamed up with co-worker Irene 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.
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.
While working with an exceptionally difficult caller, Celby was unable to personally make the changes requested due to limitations on our side of the client's system. Taking the time to apologize and reach out to the client directly, Celby was able to help the caller while maintaining a positive customer service connection.
This month’s hero truly exemplified a Good Samaritan, going out of her way to help a client with a unique situation.
Martha answered a client’s line for a gentleman who had found a check made out to our client.
Andrea received a call from an elderly caller who said she didn’t have any food, money, and couldn’t get around. When asked if she had anyone she could call, the caller said she did not have anyone who could help.
Our December hero, Ariana, went above and beyond to help a caller who was almost left out in the winter cold.
Sometimes a call comes in that brings forth even more empathy and humanity from our call handling heroes. Elizabeth took the extra steps to possibly save a life as November's Call Handling Hero®.
Frustrated callers can challenge even the most patient business owner. Often times, the easiest way to calm frustration is communication. Our call handling heroes do everything they can to put callers at ease - as demonstrated by October's Call Handling Hero® Kyle.
Sometimes, a call can challenge even our best call handlers. September's Call Handling Hero® is Eric, offering compassion, patience and calm during an extremely trying call with a patient.
When a client hires A Better Answer, we take on their customer base as our own. This month's call demonstrates that fact.
Martha, while processing an email lead for a client, took an extra step to assist the client. The caller couldn't schedule with the open time-frames given. Rather than leave a message that would be received the next day, Martha documented the situation and emailed June (the client) immediately.
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.
Cindy, by far, has shown the greatest strength we can imagine here at ABA. Cindy is primarily a law operator, taking call after call for people seeking help for things like Mesothelioma and other medical complications.
Our call handling heroes® are not only kind and caring, they're also able to work quickly and efficiently to help resolve a caller's issue. Angel, our call handling hero® for March, helped save the day in this call.
At A Better Answer, we pride ourselves on hiring compassionate and empathetic call handlers. Our call handling heroes® go above and beyond. Read this story and listen to the call to see why we chose Wendell, who started working for ABA just 6 months ago, as our February Call Hero®.
Sandra took a call concerning an overdue delivery. It had been ordered before the cut off time for Christmas delivery and on January 20th the items still had not reached the caller.
Sandra answered a call for an apartment management company. The caller wanted to get a leak fixed and no one had returned his call yet. Sandra called the management company on another line and gave the information to the management person directly.
Eddie's call started out as a typical referral. This caller mentioned during the call that he had a gun "for protection for his sister and himself" and said that people were trying to "get" him. Once he realized the caller was distressed, Eddie attempted to patch caller to one of the On Call staff listed for the client.
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!