Our By the Numbers blog series takes a closer look at the numbers, facts, data, and outputs that impact workplace drug testing programs. In this post, we look at the numerical values that enable our Customer Support team to serve our customers effectively.
Improving the customer experience is the top priority of our Customer Support team. Our Customer Support Center is available twelve hours a day (7 a.m. to 7 p.m. CT), five days a week (Monday through Friday), and is staffed with more than 25 representatives at any given moment to ensure a rapid response time for customer inquiries. Our service experts do not work from scripts, but instead take the time to understand the specific need and how to best address it. By being trained on a number of different areas in drug testing, our Customer Support team is more knowledgeable and better positioned to address a broad array of questions.
We recently launched a new Customer Support webpage that features resources for some of our most common customer requests – like obtaining statuses for drug tests, locating a nearby collection site, ordering supplies, and setting up a new account. By creating self-service options for customers who prefer to interact with us online rather than over the phone, we’re better positioned to meet their unique needs.
For times when our customers prefer to speak with a representative, we designed an Interactive Voice Response (IVR) system that provides easy-to-understand options for all inbound callers to our customer support line (which can be reached at 1.800.877.7484). This system helps reduce hold times and provides a quick, clear path to the answers of the most frequently asked questions.
By making these ongoing enhancements, our Customer Support team is able to field more than 50,000 calls per month with a 30-second average speed of answer – helping to achieve our ultimate goal of showing that we’re there when you need us™.