At SCO, we provide a well-resourced and skilled customer experience team to ensure that our agents deliver the best quality of sales that align with our clients’ objectives; and always keep the customer at the heart of every interaction.

Our in-house Customer Experience team is integral to support and maintain high standards across all customer interactions. The team are responsible for listening to calls made by our sales team, ensuring adherence to our client’s quality and compliance framework; as well as ensuring the calls are delivered in a personable manner. Our customer experience scorecards provide great insight into call quality, enabling our Team Leaders to further enhance performance. Regular feedback allows us to continually support our team and help identify areas for additional training needs and ensuring all other quality metrics such as NPS and complaints meet KPI’s.

The Customer Experience team boasts over 20 years of experience collectively, with majority of the team joining as sales agents at SCO and developing professionally through our internal career pathways. Their firsthand experience, attention to detail and commitment to providing the best experience for our clients and their customers, make them an invaluable resource and support for our agents to develop.

We are committed to conducting business ethically – the customer experience department is a fundamental part of that process.

To find out more about us and our departments, visit the About section of our website.