A2LA has always been committed to exemplary customer care, providing reliable and attentive support through everything from the most routine to the most exceptional circumstances. Over the course of the last several months, A2LA has been developing and implementing a new four-person Customer Care Department. As we evaluated our organization’s objectives throughout 2019 and codified our new core values, it became clear that adding full-time customer care staff to our team would benefit both our current and future customers. Our new Customer Care Representatives were hired in early 2020 and have been training diligently on A2LA processes and values, as well as on the important accreditation concepts they may need to assist customers with.
The launch our Customer Care Department was already planned for April of 2020, but with the uncertainty and disruption caused by the recent outbreak of COVID-19, the new team is proving even more vital. A2LA Customer Care Representatives have made strides toward reducing our response time and opening new lines of communication with our customers, including a live chat feature now available on our website. Moreover, the customer care team will be available from 8am to 8pm EST Monday through Friday to better serve our customers throughout the world. This department will continue to support our team of accreditation experts in delivering the excellent customer service A2LA is already known for.
“A2LA’s first customer care department could not be launching at a more crucial time.” Remarked Diana Elias, Senior Director of HR and head of the new department. “We created the department as part of our continued commitment to our customers and key stakeholder groups. The customer care team plays a major role in helping A2LA be more prepared to answer questions, proactively supporting public safety through education and outreach, and improving the customer journey to support accreditation accepted everywhere.”
For the time being, the Customer Care team has all the resources they need to work safely and effectively from their home offices, and are easily accessible by phone, chat, and email. A2LA is now more prepared than ever to assist customers in the coming weeks and months, and excited for the opportunity to continue providing an exceptional experience in the future.