Hostcomm scales up VoIP solutions support in a drive to delight customers

Hosted telephony and contact centre solutions provider Hostcomm has announced further investment in recruitment and training for its technical support team. This move will ensure the business’s delivery of customer support for VoIP based solutions stays at the top of its game.

Chris Key, Director, Hostcomm, said: “We have doubled the size of our technical support team and are investing heavily in training. Supporting dialler technology requires vast skill sets, which cannot be acquired quickly or cheaply. Experience is key. With over 10 years experience, we are in a great position to excel with our support programs.”

The support team has recently celebrated a decade of experience in a vast number of technical areas such as voice and data network trouble shooting, security and firewall administration, data formatting, PSTN network troubleshooting, telephone configuration, database administration and SIP diagnostics. This experience means that Hostcomm engineers can provide instant telephone support to customers despite complexities created by delivering a service with a number of variables impacting performance. Key said: “A fast response is critical for our customers. An outage will instantly reverse the benefits of a predictive dialler and must be dealt with quickly. Only a strong support plan with failover options can minimise the chances of an outage and cut downtime.”

Key also spoke of the company’s advanced methods for handling support requests - an automated ticketing system with an automatic escalation process. In turn, Hostcomm engineers respond fast, in accordance with service level agreements, with first call resolution a key goal.

Hostcomm has also upgraded its customer relationship management system which provides service auto-provisioning as well as providing customers with a single interface for billing, technical support, purchasing and reporting.

Hostcomm is also expanding its software development team to handle the increasing demand for predictive dialler integration work and custom scripting. Key said: “Unlike many service providers, Hostcomm goes the extra mile to implement network failover options to eradicate potential problems, as well as invest heavily in support services and technologies. We believe that by delivering good quality support, customers will reward us with loyalty, and this has proven to be the case with our rapidly growing list of new clients and multi-year partnerships.”

The organisation is currently carrying out a comprehensive Net Promoter and customer satisfaction survey to gather valuable feedback from customers on the quality of its support service. Investment in resolving customer issues that are raised in the survey are fundamental to the overall success of the program. Hostcomm is working to ensure processes are in place to close the loop on customer issues, building and maintaining a high level of support for their customer base. for more information on Net Promoter Scores, visit this page

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