ProCore Solutions Delivers Customer Service Training
January 2002
ProCore Solutions and Cobb Energy employees have a unique opportunity to continue their education on the Cobb EMC campus. ProCore Solutions, an affiliate of Cobb Energy, has partnered with Georgia QuickStart and Chattahoochee Technical College to deliver a Certified Customer Service Specialist (CCSS) program at ProCore facilities. The companies celebrated their partnership at a contract signing ceremony on September 18, 2001.
The CCSS program, created by customer service industry experts, provides students with the basic principles of business, quality service, customer contact skills, and computer skills. Chattahoochee Tech is providing technology and training to ProCore Solutions' trainers who will deliver the comprehensive 154-hour program. Upon completion of the program, students will receive CCSS certification and 15 academic credit hours at Chattahoochee Tech. Students can apply the credit to other diploma and degree programs.
ProCore Solutions is the first Georgia company to certify its employees as trainers through the Georgia Department of Technical and Adult Education (DTAE). It is also the first to send its entire call center through the accredited CCSS program. Greg Steele, ProCore Chief Operating Officer, said, "our success will be the benchmark that all others will try to reach."
Steele pursued the alliance partnership to improve proficiency and growth for ProCore employees. He expects CCSS training will help ProCore score high in customer satisfaction surveys. Steele says that "these results will have a direct impact on ProCore client customers' loyalty."
According to Steele, through the increased satisfaction with customer service, ProCore "will retain more employees and increase employee loyalty. The company will also improve its ability to recruit highly qualified candidates with customer service-oriented career aspirations. These enhancements will improve the quality of service ProCore provides its clients. In addition, ProCore can confidently solicit new business because of the improved skill level and awareness of our staff. That will lead to increased revenue for our clients and ProCore Solutions."
Another goal ProCore hopes to achieve as a result of the CCSS training is to become recognized as a certified Customer Contact Center through the Customer Operations Performance Center, Inc. (COPC)-2000(R) Standard. COPC is a proven system that will help ProCore achieve operational efficiency with high customer satisfaction and retention.
The Georgia DTAE seeks to make the CCSS a standard for creating professional employees who have direct customer contact. Kenneth Breeden, Commissioner, Georgia DTAE, spoke at the September ceremony. "This program will create a pipeline of skilled employees for ProCore Solutions."
From bank presidents, to bureaucrats, to high school students, anyone completing the CCSS program will benefit from the training and skills the program offers. Companies that employ Certified Customer Service Specialists can be confident that their employees have a strong customer service foundation.
ProCore Solutions is a subsidiary of Cobb Energy Management Corporation, which is an affiliate of Cobb EMC. ProCore Solutions provides call center and staffing services.
Outsourcing
- 24/7, 365 call center
- Inbound electric, gas, and telephone call handling services
- Product sales including DISH NetworkT, Surge Shield Surge Protection, myCobbweb.com Internet service, InterLink Control (SM ) security monitoring, and lead generation
- Resolution of outage calls and high bill complaints
Staffing
- Supplemental Staffing
- Direct Placement
- Project Management
- On-Site Management
- Account Management