Wireless Provider Focuses on Elderly and Disabled Markets

The Problem:
A wireless phone provider primarily focused on the elderly and disabled markets approached Communications Dialogue with a vision to develop a service model designed to make the use of a cell phone simple and trouble free. A key component of the model is the use of “Operator Services” who would act as a concierge service desk to the user. With their targeted demographic, this pioneering communications company realized that customer experience and customer support would be absolutely critical to success. They needed a call center partner who could provide first-class service together with innovative programs.

The Solution:
In response, Communications Dialogue developed “Operator Services” a program designed to make the user experience a delight. Anytime a customer dials “0” on their wireless phone to speak with an operator, they would get directed to one of our agents who would be standing by 24/7 to assist the customer with anything they may need help with, including:

  • Information lookups and 411-type services.
  • Updating phone books.
  • Transferring calls
  • Helping with reservations
  • Directions
  • Checking voice mail
  • Answer questions about the phone
  • General concierge services.

Operator Service Agents:
We created a specifically tailored training regimen for the program. Representatives were prepared with extreme attention to soft skills and customer service – with this demographic, friendly conversation and clear explanations were crucial elements to customer satisfaction.

Technology:
In addition, we implemented a back-end web interface and customized database to help reps provide a very high-quality and in-depth level of service. All customer information, and history is available real-time as calls enter our phone system. Our proprietary 411 look up system developed specifically for this communications client allows for seamless and speedy transactions. This was a great example of technology enabling the execution of customer service.

The Results:
With Communications Dialogue as a partner, our innovative communications client was able to:

  • Develop a world class “Operator Services” line
  • Provide a comprehensive 411 operator service for all customers.
  • Achieve best-in-class customer satisfaction ratings
  • Reduce call times to technical support.
  • Increase customer loyalty and retention.

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