Solid, efficient and quality customer service is essential to the maintenance and growth for any business. The IKANO call center is at the forefront of this initiative. One of the items that differentiate IKANO from its competitionis the level of service that we provide to our customers. IKANO has developed and implemented a number of world class call center systems, processes, and self-help tools that allow us to effectively serve our customers. In addition, the call center management team has created numerous tools to measure agent productivity, efficiency, customer satisfaction, and sales results. Furthermore, IKANO call center agents are given many incentives to sell IKANO services and to provide a high level of service. This has resulted in an impressive track record of customer service excellence and an environment where outstanding customer service is the standard.
IKANO provides quality customer service and technical support in a fully branded environment. This means a consistent corporate brand image is maintained throughout the end-user's entire Internet experience. IKANO supports its own proprietary Business Rules Platforms as well as off the shelf products such as Citrix, Platypus and Rodopi. Inquires are answered via:
- Voice (English, Spanish, French)
- Real time Web chat
- Web call back
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 recently made a significant investment into its call center by upgrading its phone system to the latest in call center technologies. This leading edge solution allows us to measure the call center performance in real time from any Internet connection. This can be done either by the center as a whole, by partner or by specialty (Dialup, Broadband, Web Hosting, Sales, etc).
This software based solution utilizes an Automatic Call Distribution (ACD) system to the route phone calls, e-mail, chat sessions and Web-callbacks to first available agent. This solution also features provide convenient benefits to end-users. This includes the ACD callback feature. This allows customers who are experiencing longer than desired hold times to enter in their phone number, hang up and wait for a call back. The call is kept in the queue, in the order received, and the system calls the customer back when the next agent is available.
In addition, IKANO’s scheduling, advance forecasting and intraday forecasting tools allow the Company to adjust staffing whenever call volume is unexpectedly high or low. The Company utilizes telecommuters, part-timers and contract labor as needed. Over 40% of IKANO agents work from home. This allows us to add people onto the phone when it is busier than expected and it has a dramatic effect on agent turnover. IKANO has consistently scored very high in customer satisfaction, resulting in reduced churn and significant referrals of new subscribers.
Maintaining quality is an ongoing effort. Therefore, every all of our calls are recorded. This allows IKANO to continually monitor the performance of its customer support staff to ensure quality standards are being met or exceeded. In addition, we e-mail a survey to every customer after each technical support call. The feedback we receive from our customers is essential for it tells us what we are doing well and where we need to improve.
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.