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

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!