MetTel - Front-Line Customer Service Professional of the Year

Company: MetTel, Washington, DC
Entry Submitted By:AxiCom Public Relations
Company Description: MetTel is a leading global provider of integrated digital communications solutions for enterprise customers. By converging all communications over a proprietary network, MetTel enables enterprise companies to easily deploy and manage technology-driven voice, data, wireless and cloud solutions worldwide. MetTel offers superior customer to more than 8,000 clients, ranging from local single location.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Front-Line Customer Service Professional of the Year - Technology Industries

Nomination Title: After Hours Front-Line Top Performer Goes Above and Beyond to Enrich Client Experience

Karrington Howard started with MetTel in May of 2015 with the Customer Service Department, and rose to become the After-Hours Client Experience team lead where he has driven a composite score of 92% across key metrtics and stellar client reviews. Since he started, he has dedicated his time to learning the entire portfolio of MetTel’s products and how to support them. When MetTel needed to create a team to support MetTel’s growing list of clients outside of regular business hours, Karrington was the first to answer the call. Without question, he made changes in his personal life to accommodate and fill the needs of the business.

Being one the most tenured reps in MetTel’s Client Experience Team, Karrington has become the go-to-player on the team, able to answer all types of questions from policy to technical support. He has played an integral role in creating training documents that have proven vital with onboarding new members of the team as well as other teams at MetTel.

Karrington has been the TOP performer on After Hours Front-Line team for last 11 months running, a title that has not been matched. He consistently exceeds company expectations and leads the team in all metrics. Currently he is holding metrics of 95% in call QA’s, 92% in email QA’s, 88% availability and on top of that, he is consistently getting excellent feedback directly from our clients and their partners.

Karrington goes the extra mile on each call and email to achieve optimal rapport. Some of MetTel’s residential clients are elderly clients that need a special touch. Karrington made such an impression on one of our clients, and every time she called in, she would request to talk to Karrington. He listened to and understood her needs, even sending her a get-well message upon learning she was getting out of the hospital. When her death was reported to MetTel by her family, multiple members of the Client Experience team reached out to Karrington to let him know of her passing, aware of their special working relationship.

From time-to-time, escalated service requests arise that require consistent hands-on attention. Karrington is the first representative that other teams and management go to. He sees them through to completion and if his shift ends before completion, he follows up first thing when returning to the office.

-From Q3 2020 to Q3 2021, Karrington underwent 104 call and email evaluations and averaged 95% and 92% respectively. The scoring is based on advocacy behaviors such as ownership and expectation setting displayed throughout the interactions.

-The 88% availability is based on time in queue, where the general team requirement is only 75%.

Business demands within the Client Experience team at MetTel at times requires extra projects to meet our clients’ needs in addition to Front-Line customer service duties. Karrington has a can-do attitude, and he often will jump in and get things done as quickly and efficiently as possible. Recently, he was asked to put together some training documents to assist with the trainings of new team members for a newly created team within the MetTel Client Experience team. He was quickly able to complete the documentation during his shift, which proved instrumental in starting the team and training members.

Leading by example from the front personifies Karrington’s character, starting with his positive work attitude and determined work ethic. Karrington has helped others with escalated callers and difficult situations, which has earned the respect of EVERY member of his team.

He is a valuable asset to the Client Experience Team as well as to MetTel as a company. Karrington was nominated by his peers and won Employee of the Month in July 2021. At MetTel, we are very appreciative of Karrington and are very excited for his future here.