Mobile phones are no longer a luxury. Providing wireless services has become a booming industry and mobile phones can be found in the purse or pocket of nearly everyone you meet, young or old. With so many wireless providers to choose from, the ability to offer the latest technology coupled with superior customer service is critical to a provider’s sustainability.
Headquartered in Elizabethtown, Ky., Bluegrass Cellular Inc. offers cellular and digital network services such as mobile office, picture messaging, mobile Web service and downloadable games, ringtones and other applications to both private individuals and businesses in more than 38 counties across Kentucky. The company also offers Internet service. Keeping up with technology and providing quality customer support is Bluegrass Cellular’s main priority.
Company Background
For Bluegrass Cellular, being able to respond quickly to customers’ needs and issues is fundamental to the customer experience and the company’s sales growth. At the heart of its customer service efforts is Bluegrass Cellular’s contact center, which employs 65 agents who manage the 65,000 inbound calls the company receives each month, in addition to making thousands of outbound calls. Following the purchase of Bluegrass Cellular’s products and services, the contact center serves as the main line of communications between the company and its customers. The contact center handles customer questions, account changes, billing, dispute resolutions and technical support. The effectiveness of Bluegrass Cellular’s contact center is a major reason for the company’s high customer retention rates, satisfaction and loyalty.
What has made the agents successful is the quality of training and ongoing motivation they receive on the job. To enhance agent training and maintain its high level of customer service, Bluegrass Cellular decided to implement solutions that would make it easier for managers to monitor and record all agents’ calls. The ability to play back calls would allow managers to enhance their current training and quality management efforts, while providing agents with constructive feedback.
“We receive a large volume of calls each day, and the ability to record and monitor all inbound and outbound calls is critical to helping us maintain our high customer service standards,” said Robin Fentress, group manager, customer support for Bluegrass Cellular. “We recognized that call recordings would allow us to collect more information from our interaction with our customers, as well as continue to help our agents improve, strengthen our contact center and further support our customers. The additional information we collect through the recordings would help us to identify trends, quickly resolve concerns or issues and enhance our agent training.”
