customer service excellence
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 32 local offices and 5 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 six time zones away. We think that building lasting relationships is more important than pushing products and we want to know what ‘s important to you so we can deliver that -- quickly and reliably.
24 x 7.
Online portals for control, visiblity, and knowledge
TelePacific’s Dash, OneCentral Portal and customer website InsideTelePacific.com give you instant access to the tools and materials you need to successfully manage your services with TelePacific. From trouble ticket management to online bill pay, with robust reporting tools and escalation lists that connect you with real people who have the authority to make decisions, 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.
94%of all calls into customer care are answered in 30 seconds or less questions
92%of calls into customer care are resolved on the first call
94%of our customers tell a third-party survey company that they are satisfied with our service
99%invoice accuracy underscores our attention to detail