Business View Magazine Jan-2019

118 purely on inbound,world-class, customer support and service.” Inbound services include live chat and email. Five Star also consults with clients to develop programs such as Net Promoter Score Evaluations and Voice of the Customer. Sylvester notes,“We’ve seen great growth over the last 10 years because companies are truly starting to value and understand that if you create a product, it’s probably going to be ripped off within a year, but world-class customer service is difficult to replicate and it’s something that custom- ers have come to expect.”He is excited to see busi- nesses of all sizes making changes. Chief Marketing Officers have become Chief Customer Experience Officers or Chief Customer Success Officers. Compa- nies that 10 years ago were talking about efficiency and cost are focusing more on the customer experi- ence and great customer service. Five Star has about 500 full-time employees and will bring in 500 to 600 teammembers to cover seasonal spikes during holidays and tax time,when their clients have short term needs.“We’re pas- sionate about providing the best processes and solutions to our partners,” says Sylvester,“and that resonates from our hiring process to our onboarding training throughout.Among our 30 management leaders,we have more than 500 years of customer service experience.We focus on results.We think winners keep score, and we do keep score.The type of employees we bring on react to that.They want to win,whether that metric is first-call resolution, or people continuing to do business with us, or what- ever the case may be.We track those things real time on a daily,weekly, and monthly basis. Because