By moving our customer service call center business back to the United States we saw an immediate reduction in call handling time along with a lift in our one-and-done ratio and a significant increase in our customer satisfaction survey scores
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Durham, NC (Vocus) March 16, 2010
Matt Zemon, founder and CEO of Durham-based telecommunications companies, Element Customer Care and AmericanCSR, is highlighted in the April issue of Wired magazine's UK edition parlaying a virtual workforce model into a highly-competitive,100% American-based customer service concept that beats off-shore competitor pricing and standards.
Zemon started Element Customer Care in October 2006 to provide small and medium sized cable operators with CSG Systems Billing Services, 24 x 7 customer service and technical support. Over the past three years Element has grown into an organization that is supporting over 400 cable franchises in 29 states with a team of over 250 domestic employees and contractors.
The Wired article features Zemon's commitment to bring work to Americans who need and want work. Key to his efforts was the strategic partnership Zemon struck with Santa Clara-based LiveOps. Today, Zemon utilizes Live Ops contact center in the cloud technology to route calls to Element and AmericanCSR customer service representatives across the United States. As of June, 2009 Element became a 100% American-based organization and no longer sends any calls to off-shore agents.
"By moving our customer service call center business back to the United States we saw an immediate reduction in call handling time along with a lift in our one-and-done ratio and a significant increase in our customer satisfaction survey scores," Zemon said.
"LiveOps was the technology solution we needed to get to the best customer service talent in America," Zemon continued. "We offer our employees a competitive wage along with excellent benefits including health insurance, vision, dental, educational reimbursement and a generous amount of paid time off starting in their first year. Combing our compensation package with the ability to recruit across the United States while offering them a no-commute job has led to a happier and more productive employee base. Our quality employees led to happier clients and happier clients have led to 100% growth for our company in 2009."
Zemon is currently leveraging the customer service call center capabilities of Element Customer Care to provide answering services for small and medium businesses with his new company, AmericanCSR. AmericanCSR offers owners real time control over how their phones are answered and where their messages are delivered through a web 2.0 interface. Through AmericanCSR, Zemon now provides message taking, lead qualification, order-taking and appointment-setting services all with American customer service representatives to a variety of industries.
"If you are outsourcing any of your customer service to an off-shore provider, I encourage you to take another look at rural America." Zemon said. "When you compare cost and quality you will see a dramatic increase in quality with a negligible increase in cost."
Visit Wired Magazine's website to read their article entitled: Free your workers... but track their output.
About Element Customer Care
Element Customer Care is a Durham, NC-based company that offers billing services, technical support and customer service call center solutions. Element's partnership with CSG Systems gives its clients access to CSG's unique combination of solutions, services and expertise to improve operational efficiencies and deliver a quality customer experience in a competitive marketplace. In January 2008, Element was named Preferred Billing and Customer Care Provider for the National Cable Television Cooperative (NCTC). For more information, please visit: Element Customer Care.
AmericanCSR is a virtual call center network of 20,000 trained customer service representatives who take messages, qualify leads, schedule appointments, take orders or do whatever is necessary to meet your business' needs. For more information, please visit: AmericanCSR.