Unlike traditional promotional merchandise companies, BDA's approach is unique. We don't believe any one person can do it all. Our method brings together specialists, not generalists, to provide superior customer service. Clients know that BDA recognizes and understands their priorities and can work toward them with appropriate vision and dedication.
Customer service is an integral component of our commitment to quality. Behind the products and the process, it's people who ultimately set us apart. BDA is comprised of dedicated, engaged experts who become an extremely valued resource for our client partners. We make every effort to ensure that our clients have a positive and successful experience when utilizing our services—whether it be placing an order online, speaking with a customer service representative in our Call Center, or working with their designated Account or Program Manager. BDA strives to exceed the expectations of our clients, whatever they may be seeking. We listen to their feedback and implement changes as needed to improve our service.
At BDA, account management is handled differently. We devote expert personnel and resources to structure fully-staffed account teams who can meet the specific needs of our clients. Rather than assigning account managers to regions or locations that work independently, we structure a comprehensive and integrated account team that works in concert to find synergies across individual, regional and corporate levels.
Account teams are comprised of account managers, program managers, production and sourcing associates, product designers and developers, QA/QC staff and executive management. With this network of support, account manages are available to focus on providing strategic solutions and fantastic service to our clients, focusing on concepts, ideation and big-picture strategies.
BDA provides an in-house call center in our Woodinville headquarters. Our call center provides standard live customer service support from 8am to 8pm EST, Monday through Friday except national holidays. Call center representatives assist customers with various requests. The most common include: placing orders, order status, returns, placing an order on rush delivery, website questions and general information.
BDA strives to consistently be the best partner for our clients, and continually measure our performance in various categories. For customer service and call center metrics, BDA exceeds client expectations in several categories, including representative availability, responsiveness, order processing, average response time and abandonment rate.
In order to establish a solid foundation that will service a long-term partnership, BDA utilizes a dedicated Transition and Implementation Team to get the program up to speed quickly. We will provide a seamless transition and strategic account management plan. We have experience integrating ourselves into a new account as a preferred or sole supplier. We have a knowledgeable Transition and Implementation Team, dedicated Account Managers and Program Managers, in-house creative service designers and in-house support services—all working together to ensure your initiative is successful.
We believe quality assurance begins with ensuring our clients are completely satisfied with both their products and their experiences obtaining those products. BDA utilizes several methodologies to measure customer satisfaction and Voice of the Customer, including:
- Service Level Agreements (SLAs)
- Customer surveys
- Recorded calls from the Call Center
- Focus groups
- Quarterly business reviews (QBRs)
- Post project reviews