As part of our commitment to quality of service, we have put metrics in place that create visibility and accountability throughout the organization. We review these metrics on an organizational level each week discussing and working every issue, every account, and every customer experience. And we poll 2,000 customers every month through a third-party survey company to gauge customer satisfaction. With this attention to detail, we can continuously focus on opportunities for improvement.
More local offices and customer care centers
Moreover, with 28 local offices and 4 customer care centers we are truly local. So when you talk to our reps and support people, you’re talking to somebody that’s just down the street — not on the east coast or who knows where. Chances are, we already know more about you than the other phone guys — and can drop by in person quicker if you need some help.
Online portals for control, visiblity, and knowledge
Through our OneCentral Portal and customer website InsideTelePacific.com, you get instant access to the tools and materials you need to successfully manage your services with TelePacific. From trouble ticket management to online bill pay, robust reporting tools and escalation lists with direct phone numbers to TelePacific management, you have fingertip access to the information you need to manage your services with ease.
Your direct phone line to top executives
Finally, we give you the direct phone numbers to our key executives so you can call them if you need personal attention on an important issue. Try to get that from AT&T or Verizon.
95%of all calls into customer care are answered in 30 seconds or less questions
93%of calls into customer care are resolved on the first call
92%of our customers tell a third-party survey company that they are satisfied with our service
99%invoice accuracy underscores our attention to detail