This week DAT was named the "Best Small Contact Center" in the prestigious ICMI Global Contact Center Awards program. DAT received first place in the small contact centers category, for businesses with 75 or fewer customer service agents.
Winners were announced May 23 at the annual ICMI Contact Center Conference in Orlando. The International Customer Management Institute (ICMI) is the leading provider of resources for customer management professionals and has organized the awards program for the past 13 years.
DAT has won the Best Small Contact Center award two times before, in 2010 and 2007.
DAT's Customer Support Team
Leading the way in customer service
Award winners for the best small, medium and large contact centers were judged not only on measurable metrics commonly tracked by contact centers, but on customer satisfaction, low employee turnover rates, and a work culture that fosters employee engagement, motivation and high morale.
"These companies are leading the way in customer service and have proven time and time again that they are dedicated to providing the best experience possible to their customers," said Justin Robbins, head of the award judges and the content director of ICMI.
Maintaining "customers for life"
DAT's contact center provides phone, email, and live chat support to carriers, owner-operators, freight brokers, third-party logistics companies, and shippers. The contact center answers more than 25,000 calls, emails and chats per month.
Laura Mendoza, Senior Director of Customer Solutions for DAT, attributes the contact center's success to the company's core value of maintaining "customers for life." She says that DAT strives for the right balance between quick response times and high levels of customer satisfaction—as measured by surveys sent out after each transaction.
Equally important, Mendoza says, is "taking care of the people that take care of our customers." DAT does that by creating a fun and family-like atmosphere, providing training to improve professional skills, and providing opportunities for career advancement within the company.
To see a listing of all winners, finalists and categories in the 2017 ICMI Global Contact Center Awards program, see the press release issued by ICMI.