Customer Service

WE'VE DONE IT AGAIN!
For the fifth consecutive year Spectrum Communications has been presented the Award of Excellence for Outstanding Service AND the Call Center Award of Distinction presented by the Association of Teleservices International (ATSI) , the industry's largest trade association for Call Center and Answering Service businesses.

HOW DID WE DO IT?
1. Longevity in the Spectrum Staff - the average length of employment for Spectrum's Staff is 5 years 10 month. The industry average is 2 years 8 months.  We work at and excel in keeping turnover at a minimum.
2. One call, not three - some of our competitor operators must juggle three calls or more at one time. As you would expect, it results in repeated "let me put you on hold." Not at Spectrum. Our staff handles only one call at a time so that your caller gets our full attention. It's more costly, but the difference to the caller and the quality of service they receive is dramatic!
3. Great Customer Service hours - 8 to 5 customer service hours are not enough today. Spectrum has customer service staff from 7 AM to 10 PM, Monday through Friday and 9 am to 4 pm, Saturday, Sunday and Holidays.
4. The latest and greatest - as good as our people are, technology is critical. At Spectrum, we utilize software that most competitors don't have. And the reason they don't have it...it's expensive. We believe in giving our staff the advantage of the latest technology to assist them in getting the job done effectively and efficiently.
5. Your personal liaison - In addition to the customer service staff, Spectrum will assign you a member of our management team to assist you with service issues. Want to brainstorm an idea? Call your personal liaison.
6. Average time to answer - At Spectrum our average call was answered in LESS THAN two rings (9 seconds). At Spectrum 91% of the calls were answered in three rings. The industry average for having calls answered in three rings... 80%.
7. Monitoring of Communication Professionals - every month, our team leaders monitor and meet with each CP to review six random calls. We must be assured that the staff remains on "their toes" to give our clients the very best!
8. Training - How important are "Soft Skills?" - We all tend to remember the calls with that special warm, caring touch. That is our focus in all our training.

We understand that our clients and prospects have options. Because of this...

SPECTRUM COMMUNICATIONS IS COMMITTED TO MAINTAINING THIS LEVEL OF EXCELLENCE IN CUSTOMER SERVICE THAT SETS US APART FROM OUR COMPETITION!