Time Communications provides a seamless Call Center experience for CUTCO
CUTCO Cutlery is the largest manufacturer and marketer of high-quality kitchen cutlery and accessories in the United States and Canada. CUTCO was able to reach this point by having a great product and an equally impressive sales force to get that product to the world.
In 2004, CUTCO had a problem. They were growing but the call center they were using was becoming a little too large for their needs. They wanted something that felt smaller and was more personal. Julie Groth, a Catalog Call Center Supervisor for CUTCO, explained how while they didn’t have many needs, those needs were important.
“We wanted to be taken care of. Having a long-term partner was also very important,” Groth said. After plenty of research CUTCO interviewed a few different call centers and finally narrowed it down to Time Communications. Dorothy Black is the Account Manager for CUTCO at Time Communications and is always striving to keep updated on current CUTCO products. Once a year Black will have a luncheon to demo new CUTCO knives right in the Time Communications office. They’ll even watch their presentations.
“We use the cheese knives, etc., really any knife they have so we can be familiar with the product,” Black said. Other than knowing the product, CUTCO had two no compromise requirements that Time Communications had to meet.
“The two main things were to be up and running quickly without big issues,” Groth said. “And when our customers call in they don’t know they’re talking to an outsourced service because all their questions can be answered. We find that really important. We want a live person answering the phone. Time (Communications) really does follow our guidelines.”
Time Communications was able to meet those requirements, even with some obstacles in the way. Usually new clients are trained in person but that wasn’t an option in this case. “We were on sort of an urgent timeline. So we trained them over the phone, which is almost unheard of,” Groth explained. That quick training allowed CUTCO to start handing over calls much sooner. CUTCO was able to monitor those early calls and noticed the Time Communications reps were scoring quite high “almost immediately.”
Now, eight years later CUTCO is still happy with the service at Time Communications. From training to answering calls, Groth said CUTCO is happy with their results. “With Time Communications, we never feel a bump in the road.”