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Are Your Customers Getting What They Need? - Part One
PUBLISHED: Apr 17, 2012
It's a question that every organization asks itself regularly:  When customers contact us, are they receiving the quality service that they deserve?  Whether your organization consists of four individuals fielding calls, or 400 agents, determining the answer to this question is vital.  In today's wired 24/7 world, ensuring that calls are answered quickly and efficiently is more important than ever.  No organization wants to check social media accounts to find that unhappy customers have been complaining about its service!

The first step is to pretend you are a customer and try calling your business.  How quickly did your call get answered?  Do you get a busy signal when calling at peak times?  If you have a menu with options, how easy is it to navigate?  How pleasant are the employees when they answer?  This should give you a start at understanding what your customers are experiencing and if it is the experience you want to provide.

The next step to ensuring great customer service is to solicit feedback.  This means identifying all the parties that are key players, from your customers all the way to the representatives providing the service.  Once all the players have provided input, assessments can be made regarding next steps.  Perhaps this fact finding will show that more reporting is needed.  Or maybe you will determine that there are particular times of the day when it is difficult to get to a representative.  Having this knowledge is essential to moving forward to make the positive changes necessary to provide excellent customer service to your customers.

Coming next:  You know where you stand, what's next?

Tags: HPA Group News, customer service

About Us

HPA Consulting Group

HPA Consulting Group, Inc. (HPA) is a privately owned consulting firm headquartered in Rochester, NY providing specialized consulting services in Voice and Data Communications. HPA was founded in 1994 by Bill Hughes and Tom Phelps. Together, the HPA Team has over 200 years of experience in many facets of voice and data communications.

HPA facilitates businesses in determining the best communications solution for their company. This involves voice and data networks, call centers and broadband applications. In addition, HPA manages the telecom expenses for businesses to get them the most cost effective telecom solutions possible. HPA also helps telecommunications providers and manufacturers with their marketing, sales and business planning.

Since HPA's formation in 1994, over 400 clients have contracted to HPA for services. HPA has planned, designed and implemented a variety of voice and data solutions that have enabled businesses to enhance their operations in a cost-effective manner. HPA has also audited telecommunications invoices and recommended changes to client’s telecommunications services that have resulted in millions of dollars in savings for HPA’s clients.

Finally, HPA has performed work in a variety of areas for Local Exchange, Wireless, CATV, Long Distance Companies, Manufacturers and Software Providers.

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Some HPA Projects Include:

  • Designed and implemented a complete new voice, data and security network for a regional bank and their branches. Results included improved customer service in their call center, improved communication between locations and redundancy at all locations including the branches.
  • Designed and implemented a new VoIP telecommunications network including new equipment and services for a Rochester based not-for-profit with over 15 locations.
  • Redesigned a not-for-profit organization’s telecommunications system in five cities by implementing new services and pricing and auditing telephone bills. The savings paid for all new telephone equipment in less than two years.
  • Manage the communications network for a regional hospital in central New York. HPA has lowered the costs for the hospital and at the same time implemented a more up-to-date network with more functionality and redundancy.
  • Designed and implemented a Call Center for a Benefit Company in Rochester. Project resulted in drastic improvements in customer service.
  • Planned and designed a new voice and data network for a Law Firm with six locations in New York State.

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HPA Consulting Group

349 West Commercial Street
Suite 2285
East Rochester, NY 14445

Phone: 585-461-2560


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