Entry

PO#

#TBA01426

Payment Status

Paid

PO Created Date

2021-09-21 15:35:23

Paid Date

2021-09-21 15:36:10

Competition

2021

Season

Entry ID

TBE101034

Entry Submission Date

2021-09-21 12:02:21

Member's Name

Miranda Romero

Member's Email

miranda.romero@optconnect.com

Entry Level

Marketing

Results Publish

Published

Private Entry

Yes

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Yes

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CS21084 - Contact Center of the Year

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Project Description

Project Description for Judges

Question 1 : Provide a brief description / background of your nominated organizational, departmental, team, or individual circumstance. (Your response to this question will be used for public display if your entry is awarded.)

Question 2 : Outline your nominated organizational, departmental, team, or individual achievements, dated 1-3 years prior, based on your selected categories.

Question 3 : Provide examples of the strategies / plans you have introduced, in order to attain your nominated organizational, departmental, team, or individual achievements. Explain why the highlighted achievements are significant / unique.

Our contact center supports our ever-increasing customer base with incredible efficiency and professionalism. While the number of devices and new customers has also grown rapidly, our contact center has continued to deliver unparalleled customer satisfaction. From Jan 2021 to Aug 2021, the Customer Care team handled over 89,000 support calls. 
 
This is truly a team that does it all, from troubleshooting LAN connections with OptConnect hardware to providing information pertaining to signal strength and quality, our Customer Care team works hard to solve any issues whether they be technical, carrier-related, or a simple miscommunication. From Jan 2021 to Aug 2021, our Customer Care team was able to resolve over 21,000 cases. Since the team is 24/7/365, cases are resolved day and night whenever customers need help because we recognize our customer’s businesses don’t stop so our incredible Customer Care team is always available. OptConnect’s Customer Care department knows that every issue resolved leads to a satisfied customer, and from Jan 2021 to Aug 2021, over 1,700 customers were supported. 
 
OptConnect's Customer Care Center focuses on one-call resolution so that our customers get the answers and information they need on their first contact with us and from Jan 2021 to Aug 2021 the team had a 98.55% first-call resolution rate. This focus on resolving issues when a customer first contacts us helps keep customers satisfied because they don't have to figure things out on their own and keep calling us back over and over again to deal with the same issue. Our Customer Care agents take the time to make sure everything is resolved, and customers are satisfied before they get off the phone and move on to the next customer.

Optional Context for Judges (Not for publication. This section is solely for judges' evaluation.)

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Link	Password Protected	Display (Winner Info)
https://www.youtube.com/watch?v=RGxJTBvV-Ng&feature=youtu.be	No	Display
https://s3.us-west-2.amazonaws.com/optconnectmarketing-uploads/documents/5.7.2019-OptConnect-Customer-Care-Center-Honored-as-Gold-Stevie%C2%AE-Award-Winner-in-2019-American-Business-Awards%C2%AE.pdf	No	Hide
https://www.optconnect.com/customer-care-center	No	Display

Actions	Name	Title Organization
	Kaitlynn Mace	Manager of Customer Care
	Eric Funes	Assistant Manager of Customer Care

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