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Three Square Market hires new Director of Customer Service
Daniel DuPuis brings great industry experience to Three Square Market.
By: Three Square Market
"This position was developed to create added structure and knowledge into our customer service department as we grow exponentially. We saw a need for someone like DuPuis to provide our team with the leadership and expertise that larger corporations rely on for their customer service contact centers. With his experience in the industry, we are excited to see the growth and potential of this role within the company" said McMullan.
DuPuis will lead the in-house customer service team in 32M's initiative to help this team to thrive as the best in the industry. When asked how they will achieve this goal, DuPuis stated, "There are four key areas I will be focusing my attention on to promote excellence in customer service: Quality Assurance, Training, Knowledge Base, and Staffing. I'm in the process of establishing a 5-STAR Call Coaching program that reviews agent calls monthly and ranks their skill set in areas like understanding caller needs, connection, ownership, outcome and various call metrics. An ongoing dedicated training program is the key to success not only for new account executives but also for existing staff where process and procedure can change multiple times in one day."
"Considering our initiative, it is important that we utilize DuPuis' experience and knowledge to properly staff our department with the rapid growth of our company," stated McMullan. Proper staffing levels are not only crucial to the overall success of the company but to employee happiness and retention of talent as well. "I'll be utilizing contact center industry standards for recommended FTE requirements that focus on hourly call volumes, average call processing time, and desired service level. I'm confident that implementing these changes will allow us to become a world-class contact center know for providing service that goes above and beyond for our customers and employees," added DuPuis.
About Three Square Market:
Three Square Market is an industry leader in break room market technology with a focus on relentless innovation, service, and execution. 32M has grown to over 2,000 kiosks in operation in nearly 20 different countries. Their rapidly growing chip technology business drew over a billion hits on-line when it was launched in July 2017. To learn more about Three Square Market, visit www.32Market.com.