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Contact Center Solutions Featured Article

June 27, 2008

Element Customer Care Expands Call Center Operations to Better Serve New Clients

By Anshu Shrivastava

TMCnet Contributor

Durham, North Carolina-based Element Customer Care has said that it expanded its tech support call center staff and call center facilities in the second quarter of 2008.

With the addition of new clients, company officials said that they added 75 technical service engineers and expanded their call center capabilities with an additional 10,000 square feet of space.

At present, Element’s tech support team has almost 300 trained technical service engineers.

“Our recent growth is a direct result of being able to offer exceptional service at 30 to 50 percent less than our competitors,” said Matt Zemon, president at Element Customer Care.

As of August 1, Element Customer Care's call center is expected to provide tech support service to more than 100,000 cable and Internet subscribers and an additional 450,000 hotel rooms.

The tech support team provides Tier 1, 2 and 3 technical support with capabilities to support high speed Internet, voice, video, analog, digital, Pay-Per-View/VOD and NOC (News - Alert) monitoring.

Element’s technical support team are experienced with Golden Tree, Cisco (News - Alert), Centrino, Colubris, Nomadix, Linksys and Orinoco hardware brands as well as many others.

Zemon also said that his company is growing aggressively, without compromising on the commitment to maintain high quality service for all clients through superior tech support training including Cisco CCNA and CompTIA (News - Alert)+.

He also said that Element’s Internet technical support not only knows how to fix technical problems, but also know how to treat a caller with excellent customer care and respect.

Element Customer Care offers billing services, tech support and a customer service call center. The company’s partnership with CSG Systems (News - Alert) gives its clients access to CSG's combination of solutions, services and expertise.

Last month, the company announced a partnership with SubscriberWise, to offer cable and satellite operators a powerful risk management solution combined with Element’s billing services, tech support and a customer service call center.

Anshu Shrivastava is a contributing editor for TMCnet. To see more of her articles, please visit her columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Accelerating 3G Mobile Video Communications, brought to you by HP Software.

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