On October 1, Chevelle Ross answered a call from a customer in the same way she answers all calls—courteous, helpful and kind. When she completed this particular call, however, Ross and South State Bank reached a major milestone.
Located at the Support Center in Charleston, South Carolina, Ross, a Customer Care representative since April 2019 answered the one millionth call of 2019. This is the fourth consecutive year South State’s Customer Care has received one million calls.
Ross recalls reading an email earlier in the week about the one millionth call of the year approaching, though, focused on caring for customers, she didn’t anticipate taking the call herself.
Proud of her role at a bank that values close customer relationships and community involvement, Ross gets the chance to connect with customers who could also be her neighbors.
“Customers are so thankful when they call that they are speaking to a person. It is valuable to them to still get that one-on-one personal service from someone who lives and works right here in the South, just like them,” she says.
Though she agrees customer service has its challenges, Ross says it’s refreshing to know, at the end of the day, that she is able to make a difference and help people.
The South State Customer Care team views every customer touchpoint, whether it is a call, email or chat experience, as an opportunity to uphold the Bank’s reputation of exceptional customer service. On average, each South State Customer Care representative handles approximately 58 calls per day, assisting customers with a variety of needs, large and small.
According to John McCutchen, Director of Customer Care Operations, “I’m a firm believer that what differentiates one bank from another is the way customers are treated and heard when they have feedback. At the end of the day, impeccable customer service is all about caring for customers as individuals, meeting their financial objectives and building relationships beyond banking.”
The South State Customer Care team collectively has an average of seven years of banking experience, with the longest tenured agent hired in 1977.
“Our team is what makes South State’s Customer Care unique. This more than a job to them, it’s a meaningful career, day in and day out,” says McCutchen.