Contact Center Solutions Featured Article

Fidelity Communications Focuses on Customer Experience

October 26, 2012

There's no denying that the customer experience is the most vital function of any business. Keeping customers happy, particularly in environments that depend on ROI, ensures a stable cash flow and a business that continues to function for years.

Smaller companies can even use the top-notch customer experience as a prime springboard to become a big company. One perfect example of this is the recent experience presented by Fidelity Communications in Missouri

Fidelity Communications
, a small high-speed Internet, phone and cable television provider, has 70,000 customers in the Midwest. Objectively, that sounds like quite a bit until the sheer numbers commanded by firms like Charter, Comcast and Time Warner (News - Alert) are considered.

But Fidelity decided to get a little edge on the competition by being a lot more helpful in the customer contact environment, and focused its call center agents on decreasing hold times and improving relationships with customers.

Such a move would not prove simple, of course; Fidelity gets between 2,500 and 3,000 calls every day, which is a pretty hefty volume of calls for most any call center environment – especially a smaller one like Fidelity was likely using. But Fidelity turned to the Zeacom Communications Center, which provided some important extra tools for things like effective, skills-based routing and real-time monitoring and reporting.

The improvements not only allow for better overall customer contact, but it also allows Fidelity to stay within government regulations that require at least 80 percent of all customer calls be answered in 20 seconds or less.

Thanks to Fidelity's changes and the Zeacom (News - Alert) Communications Center, Fidelity has brought its numbers up to impressive levels. Where before, Fidelity could only reach 70 percent of callers within 20 seconds, they can now reach 88 percent. Fidelity even adopted a pro-active approach that was proved to be well-received; a power outage recently struck their call center, and reduced its capability greatly. Rather than risk customer calls going unanswered in a situation clearly beyond their control, they seized the initiative and sent notices to their customers that the contact center was running at suboptimal capability in light of the power outage.

This measure put out a clear message: though they wouldn't be much help for a while, they cared enough to let their customers know that there was going to be a problem, instead of letting customers already in need find out there would be little help for them for a while.

These kinds of measures go a long way toward securing customer perception among users; if the product is good, and any problems are quickly handled or at least responded to, it reduces the chances that customers will have a problem with the company itself. Satisfied customers tend not to look for alternatives, and that ensures a solid customer base, and a solid cash flow.

Fidelity's example is clearly a useful one for any business, large or small, looking to preserve and expand upon its customer base.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!