FEATURE
A: Our Customer Care organization supports customer service, basic troubleshooting, billing inquiries, account management, retention, sales, and support for our customers, utilizing our security and connected home solutions( also see At A Glance).
Customers engage with us through multiple channels, including:
• Voice interactions through our contact center
• Online self-service tools
• Customer portal and mobile applications
• Email forms
• Web chat
• Retail store locations
• Field service interactions
I think in today’ s environment, it’ s important to understand the wide range of everyday consumers that any organization may interact with.
While some industries have the luxury of catering to one generation or another, that simply isn’ t the case in the telecommunications industry. Everyone needs the ability to connect in some shape or form.
So as the provider that makes that possible, the question becomes how to do that in a way that caters to all ages and lifestyles.
As customer expectations continue to evolve, we have focused on creating a seamless customer experience( CX) across channels while increasing self-service capabilities that allow them to resolve issues on their own schedules.
OUTLINE ANY CHALLENGES YOU HAVE FACED
A: I will say some of the biggest challenges from the customer service perspective were too many manual processes and inefficiencies, which caused service level challenges.
When I was a kid, my mother used to work for C & P Telephone Company, which is one of the predecessors of Bell Atlantic that subsequently became a part of Verizon.
One of the things I remember her telling me was how everything from order taking to repair requests had to be handwritten and telegraphed / intraoffice-mailed to the appropriate departments to have the work done.
While we were not telegraphing order forms when I joined Home Telecom, in 2022, we were still taking paper orders and later entering them into the system. This alone cut our productivity in half.
We also used many different applications with single monitors which, as someone who started as a service rep himself, not only understood how much time it wasted, but simply made the end-user experience daunting to say the least.
After observations, it became clear that the billing system we then had in place simply was not efficient enough to allow us to enter orders in real time while on the phone with customers.
We also had to call or email other departments to get basic information, such as if our customer was exceeding their bandwidth or whether we could service a specific address.
AT A GLANCE
HOW MANY AGENTS DO YOU HAVE?
• 15 Contact center representatives
• 10 Retail representatives
• Total customer-facing team: 25
WHAT IS YOUR CONTACT VOLUME?
• Approximately 15,000 customer interactions per month
WHAT IS THE SPLIT BETWEEN INBOUND AND OUTBOUND?
• 90 % inbound
• 10 % outbound
WHAT IS THE SPLIT BETWEEN INBOUND CHANNELS?
• Voice calls: ~ 78 %
• Walk-in retail interactions: ~ 10 %
• Email forms: ~ 10 %
• Web chat: ~ 2 % Email volume continues to decline as adoption of online self-service tools increases.
ARE YOUR AGENTS IN-HOUSE OR OUTSOURCED?
• The majority of customer interactions are handled by in-house teams.
• It utilizes a trusted vendor partner to provide overflow support during periods of peak demand.
HOW MANY AGENTS ARE ON-PREMISE AND HOW MANY ARE REMOTE?
• Contact center team: 100 % on-premise
• Retail teams: 100 % on-premise
WHERE ARE YOUR CONTACT CENTERS AND AGENTS LOCATED?
• Contact center: Moncks Corner, South Carolina
• Retail locations: Four stores located throughout Berkeley, Charleston, and Dorchester Counties
WHAT ARE THE KEY CONTACT CENTER TECHNOLOGIES THAT YOU USE?
• CDG MBS( Elements) Billing and Customer Management Platform
• GoCare Customer Experience Platform
• Calix Cloud
• My Contact Center and IVR Platform
• Customer Portal and Digital Self-Service Tools
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