Albert Blais heads up our Technical Support team, which achieved a First Contact Resolution (FCR) of 94% in 2017. In other words, almost all customer support issues were solved on the first call. Considering that many of us loathe having to have multiple conversations with any kind of customer service rep (be it your estimating software or your cell phone), we feel this stat is something to be celebrated!
We had a brief chat with Albert to get a sense of how his rockstar team operates:
Q: Solving customer issues can’t be easy. What are some of the challenges the team faces?
Albert: The greatest challenge is being a small team and juggling the schedule to make sure we cover the inbound calls and balancing all the outbound calls and projects that need to be completed. Being open to learning and discussion and embracing the challenge is so important. As a coordinator of the support team I prefer to lead by example and am not afraid to jump in and get my hands dirty
Q: What’s something you love about your job?
A: Every day is different. There is always something new to learn or relearn. “What is true today is not necessarily true tomorrow,” with all the changes in the software and the industry.
Q: And what do you love about your team?
A: We work together and help each other out; we keep focus on the task but try to have fun getting there!
Q: What keeps you busy in your spare time?
A: I teach fitness part time at the gym. This allows me to blow off steam. As I like to joke, “I get to wear a headset and yell at others instead of being yelled at.”
We promise that once you get in touch with Solera Canada’s technical support team, at least 94% of the time you’ll end up smiling instead of shouting.
They can be reached at 1.866.420.2048.