Fidelity Communications Brings Customer Experience Into the Contact Center

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Customer Engagement
Customer Experience
For smaller companies, superior service often becomes their ticket to success. For Fidelity Communications, a high-speed Internet, phone, and cable TV provider based in Missouri, transforming their contact center became the way to satisfy customers and engage call center agents across multiple states, thereby cutting costs, decreasing hold time, and building loyal relationships in an industry overshadowed by big business.

For smaller companies, superior service often becomes their ticket to success. For Fidelity Communications, a high-speed Internet, phone, and cable TV provider based in Missouri, transforming their contact center became the way to satisfy customers and engage call center agents across multiple states, thereby cutting costs, decreasing hold time, and building loyal relationships in an industry overshadowed by big business.With 70,000 customers in the Midwest area, Fidelity receives about 2,500-3,000 calls each day. But with contact center representatives spread across multiple states, the triple-play provider implemented the Zeacom Communications Center in order to improve reporting, anticipate customer needs, route calls effectively, and monitor how things are being handled in real-time. By using skills-based routing, Fidelity customers are being connected with the right service from the right agent in accordance with government regulations, which require live contact center agents to answer calls from no less than 80 percent of customers in 20 seconds or less.

Since implementing such features, Fidelity has reduced hold time. Now, 88 percent of callers connect with live agents in 20 seconds or less, up from 70 percent prior. As Mike Gorzik, service center supervisor, highlights, no one can help a customer better than a live body. These agents can gauge why customers are calling and satisfy their needs, often times much quicker than self-service options. In turn, this improved productivity and efficiency also cuts costs, as Fidelity has not needed to bring in any additional call center agents.

But beyond efficiency, Fidelity's customer service department carries a human element that connects with customers on a personal level. Gorzik mentions that, in one instance, a power outage brought the call center to its knees. Yet, instead of panicking and risking customer complaints, Fidelity behaved proactively, sending outage notifications within a few minutes to acknowledge the issue and tell customers that they were looking for a solution. Though seemingly simple, such messages tell customers that the company cares about them and that they value their time--one characteristic that lies at the core of loyal relationships.

EXPERT OPINION
EXPERT OPINION