PORTLAND, Ore.– DAT Solutions and its Customer Support team is a finalist in the 2017 ICMI Global Contact Center Awards Program.
DAT, which operates the largest on-demand freight exchange for spot truckload freight, is one of four finalists in the Best Small Contact Center category, for centers with 75 or fewer customer service agents. Winners will be announced May 23 at the annual ICMI Contact Center Conference in Orlando, Fla. 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 12 years.
DAT’s contact center provides phone, email, and live chat support to a wide range of customers in the trucking and transportation industry, including 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.
Award finalists are 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.
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.
DAT has won the award two times before, in 2010 and 2007.