Twin Hill’s Customer Service team supports your program beyond industry standards. From roll-out to program maintenance, our team has you covered. Through multi-lingual customer service representatives, a diverse cultural work- force, and global management expertise, we provide a full-service program that increases the value of your brand while delivering world-class customer service.
Your program representatives have access to our team via your custom website, online chat, phone, fax, or e-mail. Our standard, U.S.-based customer service hours are 7:00am CST - 6:00pm CST, although your team and employees will have accessibility to contact our team at any time. We have implemented 24-hour email access and an after-hours voicemail system that creates a customer service case that is addressed the following business day. We have similar account support for Europe and Asia to ensure maximized service levels based on need and time zone requirements. Multi- lingual support representatives are available to service your account, along with 20+ language options for your website.
Our inbound call metrics system produces a host of reports, including inbound call volume, average answer time and duration, historical comparisons against contract KPI metrics, and more. Reporting is completely transparent and provided to you regularly, as agreed upon, in custom frequencies.
A dedicated team of individuals will be assigned to your program, and our entire team will be cross-trained to learn your program. We commit to appropriately staff your program at roll-out and will maintain a sizable and volume-appropriate, dedicated staff once the program is up and running.
Twin Hill’s main focus is our clients, and we aim to give outstanding Customer Service with every program interaction. For more information on Twin Hill’s offering to client programs, email us at CorporateSales@TwinHill.com or give us a call at 888.206.0699.