Broadview Networks (Booth 531) is unveiling AgentCare, a dedicated support service for its channel partners run by senior staff members. The initiative is part of Broadview’s <i>CustomerFirst<$> approach to customer care.
"What agents require is ready access to people empowered to make decisions because their reputations are on the line," says Vijay Das, vice president of alternate channels for the carrier.
In place since the end of February, AgentCare’s key component is the AgentCare Hotline (1-800-808-6250), which is staffed by two dedicated professionals, not an automated answering system, from 8 a.m. to 5 p.m. EST, Monday through Friday.
Agents’ customers still have access to Broadview’s toll-free and online e-Care Center at 1-800-BROADVIEW and broadviewnet.com, respectively.
The AgentCare team includes Luz Baez and Nate Drayton. Baez has been with Broadview Networks since March 2001. During this time, Baez has held various positions as information service specialist, care repair bureau specialist and account manager. Broadview officials say Baez has solid knowledge of provisioning, billing and repair, and is tenacious about resolving customer issues and determining the cause. She also is fluent in Spanish.
Drayton has been with Broadview Networks since May 2002, having held roles as both information service specialist and account manager. He has consistently scored high marks for his quality, <i>CustomerFirst<$> approach plus the ability to own and resolve customer issues. He has more than five years experience in the telecommunications industry, most recently as account manager for Metrocall.
Das says AgentCare is available to all Broadview agents, not just a select class. It will be used to support the company’s full service line, including local, long-distance, intrastate toll, Internet data (DSL and T1), enhanced services (voice T1 and integrated T1) as well as its new VoIP service, which the company announced yesterday will be available by the end of the year.