I can’t tell you how happy I've been with the service I've received from Telcentris," said customer Jon Kistner, agent for a national insurance company. "When we migrated to a hosted VoIP system, Telcentris made the transition painless and worthwhile.
San Diego, CA (PRWEB) May 27, 2011
Telcentris®, Inc., a leader in cloud communications and creator of VoxOx®, today announced that its support team has achieved “Customer Service Department of the Year finalist” status in The 2011 American Business Awards (“The Stevies"). The company is among four finalists in the Telecommunications sub-category. More than 2,800 entries from U.S. organizations of all sizes were submitted for consideration in various categories of The American Business Awards, and of these entries, less than a third were selected to advance to the finals round. Stevie Award winners will be announced at the ninth annual awards banquet on June 20, 2011 at the Marriott Marquis Hotel in New York City.
“2010 was a pivotal year for our support team,” said Ed Mallory, VP of operations at Telcentris. “The customer service group has implemented a number of process improvements and has observed remarkable results in client satisfaction and word-of-mouth referrals. We are honored to have our efforts recognized by the American Business Awards, as it is true validation of our commitment to our customers."
"This is a significant achievement for which Telcentris employees are to be applauded,” said Michael Gallagher, president of Stevie Awards. “This means that independent judges agreed that Telcentris’ nomination is worthy of national recognition, and that the company has earned a Certificate of Finalist Recognition and remains in the running to receive a prestigious Stevie Award."
In 2010, the support team undertook a long-term initiative to revamp a number of the support processes based on internal research and customer feedback. By the end of the year, the team witnessed the following results:
- Customer base nearly doubled in 2010, partially as a result of customer and partner referrals
- Customer retention increased by 70 percent in Q4 2010 as compared to Q1 2010
- In the past six months, average call hold times have been reduced by 50 percent and call abandonment rate has decreased by 10 percent
- Newly created customer surveys show that upwards of 50 percent of respondents felt that their experience with Telcentris support staff was “outstanding” and nearly 75 percent were satisfied across all key categories
“I can’t tell you how happy I've been with the service I've received from Telcentris,” said customer Jon Kistner, a Springfield, Ill.-based agent for a national insurance company. “When we migrated from a traditional phone system to a hosted VoIP system, Telcentris made the transition completely painless and worthwhile.”
This is the third consecutive year that Telcentris has been recognized by the American Business Awards organization. In 2010, Telcentris was among finalists in the “Most Innovative Company of the Year” category, and in 2009, the company’s consumer service, VoxOx won a Stevie Award for “Best New Product or Service”.
Details about The American Business Awards and the list of finalists are available at stevieawards.com/aba. More information about Telcentris is available at telcentris.com.
About Telcentris®, Inc.
Telcentris is an innovator in cloud-based unified communications and VoIP solutions for consumer, business and wholesale markets. The foundation of the company’s offerings is its award-winning unified communications platform in the cloud that enables the company and its customers to build powerful, scalable applications and services. For consumers, Telcentris delivers VoxOx, a free, award-winning service that integrates voice, text, chat, fax, social networking and more. For businesses, Telcentris provides VoxOx In Business – a complete suite of VoIP business phone solutions that are more cost effective, efficient and easier to manage than traditional phone systems. Through a wholesale division, Telcentris also offers turnkey VoIP solutions and carrier services. Founded in 2006, Telcentris is headquartered in San Diego. For more information, please visit telcentris.com.
About The Stevie Awards
Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about The Stevie Awards at stevieawards.com.