ZCorum Releases Customer Satisfaction Survey Results

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Broadband providers using ZCorum’s services get high marks for their end-user technical support.

ZCorum Survey Satisfaction Results
In addition to providing excellent feedback for our management team, the customer satisfaction surveys give us an opportunity to improve our service and to go the extra step wherever we can.

ZCorum, a provider of managed broadband services and support, released today the results from customer satisfaction surveys returned during 2012. The survey results show that 99% of those who called ZCorum’s Call Centers rated the support representative as friendly and courteous, 93% said they were helpful and knowledgeable, and 93% said they would recommend the service to others—strong numbers in an industry that often gets a black eye when it comes to customer service. ZCorum provides private-label end-user support and other managed broadband services to independent cable companies, telephone companies, municipalities and other Internet providers.

“I was pleased to see very consistent results from our surveys over the last year,” said Jason Young, Vice President of Call Center Services at ZCorum. “We attribute a lot of our success to a focus on live customer service, as well as staying on the phone with the customer until we’ve resolved their issue.” Young said some service organizations have implemented systems that run customers through a series of self-service telephone prompts to reduce the number of calls handled by a technician, but his organization prefers the personal touch. “We want to get the customer on the phone with a support representative as quickly as possible. Plus, we don’t take average talk-time into account when evaluating our support reps.” According to Young, some organizations penalize representatives who are on a call too long, which tends to make call center staff rush customers off the phone even if the issue hasn’t been resolved satisfactorily. Young said, in addition to improving customer satisfaction, he finds that staying on the call with the customer the first time helps avoid repeat calls later.

Julie Compann, President of ZCorum, said the customer satisfaction surveys are an important tool in maintaining the high level of customer service her company is known for, so every customer who calls in to ZCorum’s call center is sent a survey. “In addition to providing excellent feedback for our management team, the customer satisfaction surveys give us an opportunity to improve our service and to go the extra step wherever we can,” said Compann. “Our call center managers review returned surveys every day. If we happen to get a negative survey, a supervisor calls the customer back to see if we could have done anything differently, and whether there is anything further we can do to resolve their issue. When we’re done, we send another survey, and quite often we’re able to turn a negative survey into a positive one.”

About ZCorum

ZCorum provides broadband Internet and communication solutions to telcos, cable companies, utilities, and municipalities, assisting in all facets of broadband implementation, integration, engineering and consulting, network monitoring and diagnostics. ZCorum also offers wholesale, private-labeled Internet services, including data and VoIP provisioning, email, Web hosting, and 24x7 support for end-users, enabling service providers to compete effectively in their local rural and suburban markets. ZCorum is headquartered in Alpharetta, GA. For more information, please visit http://www.ZCorum.com.

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Rick Yuzzi
ZCorum
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