CalTech 2016 Year in Review
January 23, 2017
We hope the new year has started off great for you and your families! CalTech had a great 2016 and we would like to share some of our successes with you.
First, we are pleased to announce that we scored a 4.65 out of 5 on our end of year survey in addition to receiving over 6,700 ticket surveys with a 97% positive rating. Our account teams and service managers take this seriously and actually follow up on EVERY non-positive survey! Moreover, our inbound call volume increased by approximately 50% year over year and we’re answering approximately 95% of all inbound calls within 20 seconds. Our goal is to not only create satisfied customers, but a loyal and enthusiastic customer after every interaction!
Last year we introduced a call quality assurance (QA) program, however, with much work and refinement, the program has matured beyond our wildest imagination. It is used to help coach and train our teams toward continual improvement. It has also been useful in many situations where our customers needed information and we were able to supply the actual recording. It is a part of our fabric that provides assurance to our clients and a high level of accountability to our teams.
Lastly, we want to share with you a little bit about CalTech’s Bigger Purpose. 2016 year was the first full year with our new Bigger Purpose initiative. Due to the overwhelming generosity of CalTech and its employees, a total of 345.75 hours and $190,018.60 was donated back to our local communities. Because of this generosity, the elderly are being fed, young adults are able to obtain scholarships for college, and children are given the medical support/equipment needed to provide them with a better quality of life. This is a fantastic start to our goal of donating $1,000,000 back to our local communities by 2020!
We would not be where we are today if it were not for our incredibly hardworking team. We are looking forward to many more accomplishments this year! Stay tuned!