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http://www.businessweek.com/stories/2010-02-17/usaas-secret-sauce

Magazine

USAA's Secret Sauce


No other company has rated as consistently high in our customer service rankings. Here's what keeps the San Antonio-based financial-services outfit ahead of the rank and file

TRAINING

Call center reps spend up to six months in training before manning the phones. The goal: understanding the lives of military customers.

BENEFITS

Better employee benefits can spur better service. So USAA reps get generous health care, bonuses topping 18% of salary, and even relocation.

TECHNOLOGY

Mobile is king among USAA's customers. A pioneering service lets banking customers deposit checks by taking pictures using their smartphones.

SYSTEMS

Behind the scenes, USAA has rolled out high-tech software that lets reps view the same online screens its customers see on their PCs at home.

Return to the Customer Service Champs Table of Contents


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