J.Lodge Superior Insights Delivered by Unmatched Talent

J.Lodge Superior Insights Delivered by Unmatched Talent


J.Lodge quality assurance solutions
provide organizations with insights and recommendations
to transform their business. We built our own system internally that
provides any level of reports, whether it’s across one call center,
across an enterprise of call centers. And that data is all accumulated in our system
and presented to our customers real-time. Because of our analysts’ business experience,
they can customize the reporting, identify the trend, and then customize it
further. They’re able to drill down deeper and provide additional feedback to the clients. We provide action-based solutions
that our clients can take and implement into their organizations that are helping transform their businesses. Other quality assurance programs a lot of
times are just telling them what their problems
are. We’re preparing for the future of the industry
by looking at partnerships as well as developing
our own technology to stay ahead of the
curve when it comes to exceeding customer expectations. A lot of people think that
calls are calls, but a lot of organizations need to learn from
these customer interactions. Every interaction is an incredible resource
for any organization to improve upon their technology, their capabilities,
their solutions. J.Lodge, from the very beginning,
their focus has been on providing meaningful career opportunities for people with disabilities. What I wanted to focus on is really
providing a fulfilling career opportunity. And I wanted to create an environment where especially physically challenged veterans
can come and work. Call center industry is kind of an entry-level
job. Terrible turnover. Up to a hundred percent a year. So you can imagine having to retrain all your
employees every single year, that’s what they’re up
against. What happened with us? We don’t have any turnover. The average age for a J.Lodge employee is
47 years old, right? So this is a person who’s been on a lot
of customer service calls, as a customer. And so they have a greater level of empathy
than most other employees would for the same type of
work. So, I want to create a company where people
feel passionate about what they’re doing, but also great pride in what they’re producing. Not because they’re being paid,
not because they’re being recognized. But because it is about you.

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