Hold music—where instrumental versions of cheesy tunes of yesteryear go to die…and kill your sanity in the process. Rarely can you tap your foot to these tunes and it’s even less likely that you would want to add one to your music collection. Yet why do we subject ourselves to such auditory torture? Well, because the person on the other end of the line most likely has information that we need. In many cases, it’s a customer care representative or a tech support person trying to help us solve a problem. Cost-benefit analysis dictates that the benefit of having our problem resolved is worth the cost of another pan flute version of Cyndi Lauper’s Time after Time.
The more times you have to call regarding the same problem, the more hold music you must suffer through. So when you pick up the phone to call customer service or tech support, you want to know that your problems will be resolved quickly and effectively.
While we can’t promise to purge the world of hold music, we can promise that we have some of the best customer care centers around. That’s in large part because while other companies base their call centers in another state or even another country, TelePacific keeps call centers right in the communities we serve. It’s about common sense. Our customer care folks are right next to the people developing new products and services, managing our infrastructure, marketing and selling the services and managing the company–sometimes they are even in the same office. So if a problem arises, they are right where they need to be to get the right answer quickly.
Our call center representatives work with the products, know them inside and out and personally know the experts. You can’t do that from across the pond. And that’s evident in our results. 95% of calls into customer care are answered within 30 seconds or less by a TelePacific employee who can answer your question. That means less time listening to looped synthesizer music. And 93% of the calls are resolved on the first call, leaving you no need to call again for a musical encore. That’s possible because our staff is well trained and local…right in the heart of things.
Yes, it’s cheaper to ship out these types of jobs, at least in the short term. But we know that having a top-level customer care center keeps our customers happy, and actually reduces the cost of multiple calls regarding the same problem. So in the end, it’s better service for you, a more cost-effective approach for us and a way we can continue to invest in the communities we serve. Now doesn’t that deserve some sort of fanfare music?
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