Insight from Experience
Our executive team has over 50 years of experience in the customer support industry. One was a founding member of COPC, Inc, where he was a key contributor to the creation of the Customer Service Provider (CSP) and Vendor Management Organization (VMO) standards. Another is the patent holder for centralized call queuing to optimize costs and service levels in a multi-site environment.
Experience has also exposed us to one the biggest challenge of the customer support industry, organizations that relinquish their responsibility to provide quality service and support to their customers. Those organizations view customer support as a necessary evil, not as the foundation to a lasting customer relationship. We think there is a better way: a way to create an environment where people enjoy their work; a way to build an organization that creates a sense of pride in the employees; a way to instill the belief that good work, in the service of the customer, should be revered and honored.
Our way is TruSourcing. A methodology created to nurture collaboration and transparency between SPOT and our clients.