Our Secret Sauce: How EBI Delivers Customer Service Better Than Anyone

Our Secret Sauce: How EBI Delivers Customer Service Better Than Anyone

By Tricia O'Connor

U.S. companies lose more than $75 billion annually because of bad customer service. $75 billion! The reasons why customers cut ties are obvious:

  • Lack of appreciation
  • Inefficient response time
  • Rude or unhelpful employee interactions
  • Difficulty reaching resolution

So, it’s impressive that the #1 reason EBI clients stick with us year after year is because of our outstanding customer service and client care.

We are the most awarded enterprise background screening provider in the industry, recognized by HRO Today’s Baker’s Dozen Customer Satisfaction Ratings list an unprecedented 12 times.

Here are additional highlights:

iCIMS Summit Awards

This winning recipe didn’t just happen overnight. We’ve been developing our secret sauce for 25 years, listening to our clients, evaluating our interactions, understanding our clients’ needs, and collaborating to find fast and helpful solutions. During this time, we identified three key customer service ingredients that benefit EBI clients and outshine our competitors:

  • Our Customer Care team is fully based in our U.S. headquarters allowing for accelerated response time and resolution
  • Client Care Advocates receive ongoing required training through our internal learning facility, Happy University, ensuring accurate information and helpful interactions
  • We offer the screening industry’s ONLY Trusted Advisor Program providing immediate access to experts who can specifically address your unique needs

Simply put, EBI has industry-leading customer care excellence. Here’s why hundreds of businesses have already made the switch to EBI for their background screening needs.

Customer Care

What are the most important aspects of customer service? Microsoft reports 72% of people say this:

  • “Do they know who I am?”
  • “Do they know what I’ve purchased?”
  • “Do they have insight into our previous interactions?”

At EBI, the answer is yes. EBI clients are supported by a personalized, well-trained Customer Care team located in our headquarters, who understands your unique business goals, provides swift assistance, and most importantly, advocates for your success.

Your top-to-bottom support team starts with a dedicated Account Manager, who collaborates with you to identify your goals, ensures your needs are being met, and continually optimizes your panel of services. Think of your Account Manager as your very own advocate. In-house Subject Matter Experts assist your Account Manager by answering specific questions you may have about delicate topics. And, our skilled team of Client Care Advocates resolves your calls and inquiries quickly and proficiently, aided by our dedication to keeping customer service entirely based at our headquarters to serve you better.

Here’s an example from Alexis, one of our Client Care Advocates:

I received a call from a candidate who was applying for a job with one of our clients. I needed a little more information to help solve this caller’s question. So, I let the caller know I was placing them on a brief hold and walked over to our verifications department so I could get a better understanding of the issue. I spoke with one of our verifications specialists who quickly walked me through the issue and put it in “layman” terms the candidate would be able to understand. I walked back to my desk, relayed the information to the candidate, and was even able to provide them an estimated time of arrival for their background check report.

With the support of EBI’s Customer Care team, clients consistently receive these remarkable results:

  • 98% of calls are answered within three rings
  • 97% of calls are handled by a live agent
  • 80% of client issues are FULLY resolved on the first call

This tight-knit tiered Customer Care team provides agile, accurate, and accelerated service unique to your business needs.

Happy Team, Happy Client

“70% of consumers say they’ve already made a choice to support a company that delivers great customer service.” – American Express

Happy University FinalA happy team means happy clients. Each ingredient is equally important to creating EBI’s winning customer service recipe. That’s why we provide continuous training to our Client Care Advocates, Account Managers, Sales Executives, and virtually anyone at EBI who may be lucky enough to engage with our clients.

This required training is offered through our internal learning center, Happy University. This virtual “college” provides continuing education on everything from compliance and legal updates to developing stronger interpersonal relationships via active listening. Happy University ensures all EBI Customer Care team members have strong foundational knowledge, and they can also specialize in certain areas to become Subject Matter Experts.

Here’s another example from Kristine from Account Management:

Our Verifications Manager, Mary Beth, has been taking a lot of initiative in helping with new Department of Transportation verifications. After she learned that one of the Midwest offices we use for Motor Vehicle verifications had possibly closed, she took the extra step of calling one of the other offices in Nevada and negotiated for them to hand deliver a series of completed, faxed verifications over to another Motor Vehicle office we work with. This did help us meet our client’s needs and it showed great problem-solving skills and creativity to get this accomplished. Our internal Motor Vehicle verifications team was very appreciative of the time it took Mary Beth to do this.

Happy University is also part of our ISO 9001 standard. The ISO 9001:2015 Certification demonstrates EBI’s passion for quality and our dedication to creating clients for life.

Trusted Advisor

Finally, as an EBI client, you have the privilege of the screening industry’s only Trusted Advisor Program, which gives you immediate access to our compliance experts who can answer your questions or talk through any concerns you may have. Their expertise is built on years of service in the background screening industry and as loyal EBI team members. Twenty-percent of our employees have worked with EBI for more than 10 years, 7 of whom have been with us for over 15 years!

In the rare event you need more assistance, this perk connects you with some of the best FCRA attorneys in the country. EBI customers receive 75% off these attorneys’ standard rates for the first two hours of consultation and special rates for any additional time needed.

“EBI’s top priorities are quality and customer service,” said Larry White, President and COO of EBI. “Our team works hard every day to offer the best customer care, quality, and reliability in the industry. These ideals form the very fabric of EBI. We can’t thank our team enough for all their hard work and our customers for their continued loyalty.”

The Trusted Advisor Program also includes exclusive access to a comprehensive library of up-to-date compliance documents. These documents take the guesswork out of staying in compliance and are just another perk of being an EBI client.

The Secret Sauce

There is simply no other Customer Care team who will advocate for you like EBI does. When you choose to partner with us, you get a dedicated team who services your account. We will evolve with you as we build and continually improve your screening program to meet your constantly changing and growing requirements. Together, we’ll create pragmatic solutions you can count on, and stay by your side every step of the way. That’s a winning recipe we can both savor!

About the Author

Tricia O'Connor

Tricia O'Connor

Writer. Digital marketer. Storyteller. An award-winning writer and editor, Tricia O'Connor is the Marketing Content Manager at EBI. Tricia worked as a broadcast and print journalist for nearly two decades writing and producing programming for high-profile networks like ESPN Radio, History Channel, and Hallmark Channel, as well as contributing editorial work to publications nationwide. Tricia joined the EBI marketing team in 2019 and is responsible for content strategy, development, and engagement. Tricia earned a master's degree in journalism from the Medill School of Journalism at Northwestern University and is a proud undergraduate alumna of Wheaton College in Massachusetts.

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