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Universal Reps Reduce Headcount, Improve Service

Your overall staffing requirement with universal reps will be 10-15 percent less than if you route calls to subject matter experts, say experts.

(Boonton, NJ, March 6, 2014) — If your customer service operation handles multiple product lines, should your service staff be “universal reps,” trained to handle all products, or should calls be routed via an IVR to reps who specialize in specific products?

The answer, according to John Goodman, vice chairman of Customer Care Measurement & Consulting, is that in most cases having universal reps is the way to go.

The best model, says Goodman in the March issue of Customer Service Newsletter, is to have one universal rep handling basic after-sale calls on all product lines, rather than to have calls routed by product or issue to experts. The benefits include: