![]() ![]() We communicate very specific protocols (governing everything from drop-off to care expectations) that ensure a consistent standard of care. Care options through our program include our own centers as well as a network of partner centers and in-home providers. Hand selecting care options affords quality control. Connecting with customers at every step of the process enables our clients to support a more engaged, productive, and satisfied workforce.Īn end-to-end solution helps us improve quality at our partner providers These interactions have been critical in helping us to develop a deeper appreciation of what's really happening with working families and driven us to refine our suite of offerings to fit what is needed. ![]() They're listening as families explain their unique circumstances and helping people navigate stressful situations. When a call comes into our contact center, our employees do more than just make reservations they're hearing stories. By owning the entire process, we've been able to provide full accountability plus the ability to resolve issues quickly and suitably.Īn end-to-end solution allows us to better understand our customers But the reality is when something goes wrong, finger-pointing typically ensues. Vendors often claim they can seamlessly integrate with others. Our Bright Horizons Contact Center is able to communicate exactly what the customer is getting whether it's a spot in an NAEYC-accredited center or a high-quality, in-home caregiver through one of our partners for an aging parent ' and to communicate it with confidence.Īn end-to-end solution ensures accountability ![]() Operating a contact center that fields care means a level of quality control plus the ability to create optimal experiences for customers. What exactly does an end-to-end back-up service offer? An end-to end solution is the best way to meet high expectations By leveraging our expertise in early childhood education and dependent care and combining it with contact center expertise and customer-service know-how, we've been successfully able to serve clients with a solution that works on multiple levels. What we've learned through our experiences providing back-up care to clients is that an end-to-end option solves critical goals. The time spent by the family is limited to the initial contact the contact center does the rest. That consultant researches all viable care options and finds the best solution for the family. At Bright Horizons, when a family has a breakdown in their normal care arrangements, they can call our contact center 24/7 and speak with a customer care consultant. The value of an end-to-end back-up care solutionĮnd-to-end solutions take the job of finding care out of a family's hands. Yet there's a strong argument for an option that puts it all together. There are also child care companies that outsource their technology and call-center operations. Others stitch together back-up care services by relying on a phonebook-like directory of centers and agencies to provide care. ![]() What do you need in a back-up care solution? Among employers looking to preserve productivity, there's general agreement over the necessity of back-up care by definition, care that helps avoid employee absences by either replacing arrangements that are temporarily unavailable or responding to a short-term need (such as a parent's illness). The following guest post comes from Andrew Williams, Director of Business Technology Solutions for Bright Horizons Back-Up Care Advantage. ![]()
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