Cosmic Hero Janice Bell Busy Setting Records in Fort Smith
SYKES launched the Heroes program in the fall of 2017 as a way to honor our all-stars in financial customer service. Janice Bell, a customer service representative in Fort Smith, rocketed to the top, showing just how stellar SYKES employees are. She has earned “Cosmic Hero” status for 12 consecutive months, earning the top spot every month since the program began. Hers is an unmatched 12-for-12 achievement.
It’s no surprise that Janice’s performance is up there with the stars, as she says customer service is all about offering rays of sunshine. “I love helping people and being that bright sunshine at the end of the tunnel,” she says.
Janice’s team lead, Rebecca Pfeiffer, says her friendly attitude pays big dividends. “When she talks with callers she lets them know that she genuinely cares, and she hears everything they say. And the customers just absolutely fall in love.”
Janice takes the most pride in helping her customers do things they didn’t know they could. “I get these women in their 80s, and I walk them through getting a verification code on their cell phones. It makes me happy that I’ve taught them something.”
Being a customer service representative is something Janice had never done before she came to SYKES. After retiring from her career in law enforcement, Janice was convinced to give the company a try by her sister, who also works at SYKES.
“I was really nervous about it,” Janice recalls. “I thought, ‘I can’t do this, it’s too hard, too much information.’” Janice credits her trainers for helping her get through her initial jitters. Today, she helps other agents navigate difficult questions. “It just amazes me that I’ve got all this information in my brain,” she laughs.
The Heroes program began in September 2017 and rewards employees in a customer service role for performance on three Key Performance Indicators (KPIs): Customer Experience, Attendance and Customer Time Invested. There are four “hero” statuses employees can achieve based on points earned: Hometown Hero, National Hero, World-Class Hero and Cosmic Hero. Heroes earn cash and other rewards based on the level achieved and how long they’ve maintained their status.
As a Cosmic Hero for 12-straight months, Janice has earned $2,500. If she maintains her status to 18 months, Janice will receive another $1,500. She has every intention of earning that bonus.
“I’m real competitive,” she says. “I want to be the best I can be and help other people the best way I know how.”
Spoken like a true Cosmic Hero.