Tom Vander Well has spent the last 12 years helping companies with their call center quality assessment (QA) and training efforts. Tom is partner and Vice-President of c wenger group, a consulting firm in Des Moines, Iowa that specializes in helping clients measure and improve customer service in their contact centers.
The group has been in existence for over 25 years and for the past seventeen years they have focused their business on three integrated services: Customer Satisfaction Research, Service Quality Assessment and Training to help clients improve service delivery and customer satisfaction. Their clients include nationally known companies such as Principal Financial Group, John Deere Credit, Target, ShopNBC and Cabela’s – as well as smaller, regional companies such as IBC Bank (San Antonio) and The Bergquist Company.
Tom’s experience has given him the unique opportunity of working with many different companies and their QA teams – learning what works and, often, what doesn’t. In addition to his consultative work, Tom is a popular speaker on the topics of customer service, phone skills and quality assessment.
Tom lives in the picturesque town of Pella, Iowa with his beautiful wife Wendy and daughters Taylor and Madison. He spends his free time investing in his church, his local Rotary chapter and Pella's community theater: Union Street Players. Recently, Tom was seen playing Don Pedro in the Pella Shakespeare Company's production of Much Ado About Nothing.