|
|
|
Residential Customer Care |
|
|
Customer Service FAQ Business Customer Service
|
Residential Customer Service A key component of the Company’s brand developed over the past 9 years is the “Be Heard” promise. The “Be Heard” promise is that customers can reach a customer care representative without navigating through lengthy menus and customer care representatives are empowered to solve each issue. Over 80% of the Company’s customer calls over the past nine years have been answered in less than 30 seconds by live customer care representatives (85% LTM 6/30/2007.) Customers are serviced by a care and provisioning staff of over 60 with an average tenure of three and a half years with the Company. Representatives have direct dial numbers for customers to call directly as needed. All mid- and large-sized customers have single points of contacts and escalation lists to the CEO. Care representatives have state of the art tools and systems to assist on everything from billing issues to real-time, checking service quality on lines. Call Centers are located in Akron and San Diego, and are open 24 hours a day, 7 days a week, 52 weeks a year. In addition to English, language support is available in Spanish, Russian, Hindi and Farsi. First Communications’ Network Operating Centers, or NOC, located in Pittsburgh and Cleveland provide 24x7 network monitoring and repair services for all commercial customers. Circuit (voice and data) trouble tickets on a monthly basis average less than 1% of all circuits. The average tenure of NOC engineers and technicians is almost 8 years. First Communications also has technicians throughout its operating territory providing installation and onsite repair services.
Have a question about our service? |