Posts Tagged ‘Call Center’

It is Getting Tough Out There

In: Customer Experience & Support

By: Bill Wright on Nov 04, 2010 at 8:55 am

  It’s getting to be that time of year when the stress starts to hit you. The holidays are approaching, the weather is getting colder, the economy is not doing so well and the kids are coming home from school.
  At WOW! ,we understand that people are having a rough time, with all the stress that life hits you with. We prepare our customer service representatives (CSR) for exactly that. They understand the pressures you are experiencing and here to help you, not hurt you. They are living in the same world the rest of you are in (I hope so anyway).  If you give the CSR a chance, I think you will be very surprised at what they can do for you to help you through these tough times. Please understand, these CSR’s take many calls throughout the day and every situation is not the same.  In order to provide you with the best experience possible, you must be patient with them as you would like them to be with you.

  A little kindness goes a long way!!!

http://stress.about.com/od/tensiontamers/a/stressrelievers.htm

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Does it get Better than this?

In: Customer Experience & Support

By: Bill Wright on Oct 21, 2010 at 9:14 am

  How would you like to work for a company and suggest an improvement and you are idea is actually taken into consideration? Wouldn’t that make you feel great?? It would make you feel like you really are a part of the company and not just a number for no one to see. Well (and I know you know what I am going to say to that) WOW! is a company that listens.

  There is a program, here at WOW!, that lets the employees make suggestion to better help our customers. “What?” “Really?” you say? Absolutely!! Who better to listen to then the people that are interacting with our customer’s every day? There isn’t. All of the suggestions are taken into consideration and, if it is something that can be proven to help with the customer experience, it is put into place. Not all suggestions are implemented, due to whatever reason (cost, impossibilities, etc…) but everyone is read and discussed for either immediate or future implementation. Is that ridiculous? I don’t think so. That just shows another way the WOW! is listening to improve themselves with the help of the people that make this the wonderful company it is!!

  If you, our valued customers, have a suggestion, I would love to hear it and pass it on to the rest of the organization for review.

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Maintenance, Did you know….?

In: Customer Experience & Support

By: Bill Wright on Oct 13, 2010 at 4:15 pm

The majority of scheduled maintenance work is performed between 1am and 5am local time. This timeframe is used because it impacts the least amount of customers that have WOW! service. Preventive maintenanace work is also performed at night Monday through Thursday. This time is used due to the low usage of Internet and Voice. Video has low usage during these hours but our VideoOnDemand product tends to have a higher usage. Because of this, we schedule maintenance for VideoOnDemand at 5am local time. Whenever maintenance is performed that will affect a large group of customers or a community for more the 15 minutes, we will deliver bulletins to the affected WOW! customers  via computers within 48 hours of the scheduled work. We will also post this information on the Network Status page of the Customer Portal.

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A Company that Cares!!

In: Customer Experience & Support

By: Bill Wright on Oct 07, 2010 at 8:19 am

  Have you ever walked into a business and, after being treated poorly or not to your standards, looked back and said “If I ran that company, this is what I would do”? Or, have you ever worked for a customer that just wouldn’t listen to the employees about what really needs to happen to make the customer’s happy?

  Well, WOW! really does care what is being said. We really do listen to the customer’s requests ,whether they are internal (employees) or external (Consumers). There is a mix of employees that get together to discuss what is being asked.  Their job is to evaluate the suggestions and make sure that it is in the best interest of the customer’s as well as the interest of the company.  If you think about it realistically, companies are in business to make money. But, without the customer’s, they will not have a business to run. So it is extremely important to listen to all of our customers in order to deliver the best customer experience possible.

  I love working here at WOW! and our customers seem to enjoy the service too. Have I mentioned lately that WOW! just keeps winning awards for customer service?

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Is the Grass Ever Greener?

In: Customer Experience & Support

By: Bill Wright on Sep 30, 2010 at 9:01 am

  Have you ever called a call center because you were just so happy with the service, you had to tell them? My guess would be probably not.  Working in a call center is a pretty tough place to work, if you really think about it. Calls from angry consumers, upset that their service is not working the way they want. Or the customer’s that are having a hard time paying their bill, due to whatever reason.  I would say that most people, when deciding on a career, would not choose a call center in their top ten.

 The industry standard “attrition rate” (Percentage rate at which something is lost, or is reduced by, over a period.), from what I have read, a typical call centers attrition could be somewhere around 50% -100%. That means other call center will have to hire continuously to make sure they are staffed appropriately. This creates a less experienced employee. So, when a customer calls in, they are put on hold more and the calls take longer to resolve.

 So, is the grass any greener at WOW!? I would have to say, yes. The WOW! call centers attrition is around 30%, for one. Why is that? Well, I am glad you asked. It is the culture, the environment and the people in general in and around the call center. A good amount of the employees have been here over 4 years which is incredible for a call center. Remember what I said about the less experienced employee? Your calls at WOW! are handled quickly and efficiently. I have seen quite a few employees come and return. And that is because WOW! is the better place to work. Trust me! I have been with WOW! almost 10 years starting out as a customer care agent. WOW! takes great care of their employees. Take a look at what the industry is saying about us now:

http://www.cable360.net/cablefaxmag/diversity/Cable-Fax-2010-Top-10-Places-to-Work-in-Cable_43006.html

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