When you have an issue with a product or a service, what do you do? Most people hit up social media or the company’s website first. But what if you call them? What happens then??
The Problem with Today's Customer Service
These days, most consumers avoid using a 1-800 customer service line like the plague. The proliferation of offshored call centers, where the people answering the phones are thousands of miles away from you, make consumers feel their issue isn’t going to be resolved. Not because the people answering the phone aren’t proficient – in most cases, they are – but because there is the concern a customer service agent from another country may not fully understand the context of the issue as they are not involved in the day-to-day operations of the company.
As this Forbes.com article points out, “this kind of reaction is not about nativism… it is about distance, real and psychological.” When a customer service agent is distant physically and culturally, it creates a feeling of distance between the client and the company they’re calling.
“The underlying message was that the company you buy from doesn’t care enough to invest much in responding to you,” writes Forbes contributor Thomas Dichter.
The WOW Experience with EBI
At EBI, we pride ourselves on our client and candidate care. It’s at the core of our value system to deliver a WOW Experience. Our EBI customer care team is comprised of experts in every area of background screening with an average tenure of almost 10 years.
One of the marquee ways we deliver this is by thoughtfully assembling and training our Customer Care and Candidate Care teams at our Owings Mills, Maryland headquarters. When you call our toll-free helpline at 1-800-324-7700, team members listen empathetically, are curious about your needs, and work diligently to fix your issue quickly. With the support of EBI’s U.S. based client care team, you will 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
Plus, your personal information and data never leaves our borders. As part of EBI’s commitment to safeguarding your data, we were the first background screening company to obtain the ISO 27001 Certification for Information Security Management Systems.
Besides toll-free support, you can email us, start a live chat, watch a support video, or search our online help library. The Screening News Network presented by Jennifer Gladstone is also written, produced, and edited at HQ. SNN delivers weekly information on the evolving background check industry. You can subscribe to SNN here.
So, go ahead. Call us. Chat with us. Engage with us on social media. We understand there will be times you have questions or concerns. But at EBI, we value your partnership, and our team in Owings Mills will always be ready to deliver a WOW Experience.