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CUSTOMER SERVICE - CALL CENTER
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Call centers are expensive, but necessary for most businesses. Solid, efficient and quality customer service is essential to the maintenance and growth of your business. IKANO's Branded Customer Service and Technical Support is the solution.
Utilizing our own Business Rules Platform and telephone and computer technologies, IKANO maintains a customer service and technical support department completely branded to our respective business partners. This means a consistent corporate brand image is maintained throughout the end-user's entire Internet experience.
IKANO provides quality 24x7x365 customer service and technical support, answering inquiries via:
- Voice (English, Spanish, French)
- Real time Web chat
- Web call back
- E-mail
All inquiries are placed in a queue and distributed real-time on a first-in-first-out or client-prioritized system to the next available customer service representative.
IKANO's customer service facilities are located in an approximately 30,000 square foot, state-of-the-art call center, scalable to handle increased branded partner and end-user support as IKANO's operations grow. All of IKANO's customer support staff receive extensive training and supervision.
IKANO continually monitors the performance of its customer support staff to ensure that it is within established limits to provide for client and end-user satisfaction. We e-mail a survey to every customer after each technical support call.
IKANO's call center features comprehensive software that applies full Automatic Call Distribution (ACD) discipline to phone calls, e-mail, chat sessions and Web-callback. This means increased stability within the call center infrastructure and lets us double its capacity for call volume, a necessity given the increase in call volume as new branded partners launch their Internet service and existing branded partners grow their subscriber base.
The redundancy and stability of the system helps IKANO provide a higher level of service. For example, if the server fails, another server on the network can instantly take over without the loss of any information or the disconnection of calls -- even on calls in progress.
IKANO's backup feature is distinguished from traditional fail-over systems. With fail-over, calls and all other forms of customer service interactions are disconnected in the event of system failure. A second system then takes over as of the next call. With fail-over, thousands of calls may have to be disconnected, with the back-up system requiring callers to call back. IKANO's system assures that this does not happen, leveraging reliable technology to guarantee that calls are not interrupted.
Other IKANO call center features also provide convenient benefits to end-users. The ACD callback feature allows customers who may experience wait times to hang up and wait for a call back. Customers simply enter their phone number when prompted. The call is kept in the queue, in the order received, and the system calls the customer back when the next tech is available.
The same system and processes work for all incoming communications, including e-mail distribution and online chat. Any communication coming
into the call center is queued and then routed to the next available tech in
the order it was received. This assures fast and accurate routing and
answering of phone calls, Web-callback, e-mails and online chat.
2001, 2002 IKANO Call Center Survey Data:
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2002
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2001
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Surveys
Sent
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713,695
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232,717
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Surveys
Returned
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123,296
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48,594
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Overall
Group Rating
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Satisfied + Very Satisfied
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90%
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91%
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Very Satisfied Only
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69%
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68%
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Dissatisfied
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3%
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3%
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No Answer
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3%
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1%
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Individual
Handling & Professionalism Rating
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Satisfied + Very Satisfied
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95%
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96%
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Very Satisfied Only
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81%
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82%
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Dissatisfied
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2%
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1%
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Individual
Technical Ability Rating
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Effective + Very Effective
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92%
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92%
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Very Effective Only
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72%
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69%
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Ineffective
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3%
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3%
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 Overview
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The IKANO Call Center provides quality 24x7x365 customer service and ISP technical support, answering inquiries in a branded environment via voice, real time Web chat, Web call back, and e-mail.
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Benefits
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Quality branded customer service.
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Multilingual 24x7x365 support in English, Spanish, and French.
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IKANO owned and operated.
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Full Automatic Call Distribution system.
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Wholesale DSL
Our Model
History
