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Are Your Customers Getting What They Need?
PUBLISHED: Sep 06, 2012
Part Two


In "Are Your Customers Getting What They Need  - Part One" of our last Newsletter, we explored the importance of accurately determining where you stand with the quality of service your customers are receiving. Utilizing an unrelated third party to help with an assessment can provide unbiased results.  Once this had been completed, you can pinpoint the areas that need attention.

One of the first areas that should be addressed is your customer's phone access to your offices.  If you are using an interactive voice response system, did your analysis indicate that it is easy to use?  Perhaps there are changes that you can make yourself to optimize call processing. You also may need to determine if there were capacity issues at certain times of the day or week due to call volumes. Small staffing changes, such as changing when breaks are taken can make a big difference.


Another area to carefully investigate is training.  Did the research indicate that the call center representatives have the skills and training they need to adequately answer all the types of calls that they handle?  Sometimes even a brief refresher course on tone and manner, or a class to focus on a particularly confusing area can refocus call center employees on the needs of the customer and can help differentiate your company in a competitive market place. 


These are just a sampling of the areas that should be addressed as you are evaluating the customer service that you provide.  HPA's staff has expertise in the area of customer service and call center optimization and we would be happy to have a brief consultation to determine if we can help your organization.

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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.

View More About Our Work »

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.

View More About Our Projects »

Contact Us

HPA Consulting Group

349 West Commercial Street
Suite 2285
East Rochester, NY 14445

Phone: 585-461-2560


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