Gigaclear improves customer service calls

Gigaclear has improved its overall customer service, answering 90% of calls in just 30 seconds.

 

Gigaclear has improved its overall customer service, answering 90% of calls in just 30 seconds. 

The superfast broadband provider has worked to improve its customer service as it plans to “quadruple” its customer base in the next year. 

Gigaclear focusses on bringing fibre broadband to rural areas that would usually miss out, with 60 rural fibre networks currently operating with 25 more under construction. 

The provider has estimated that it could grow its user base by 40,000 by the end of 2016, leading to more staff being hired to deal with customers. 

With the vast majority of calls being answered in just 30 seconds thanks to new technology, the provider claims to have dropped its call abandonment rate to just 5%.

Keith Floodgate, Head of Customer Care at Gigaclear, claimed that the company had strict targets for where it wants its customer service to be. 

“We’re delighted that we’re able to answer 90 percent of calls within just 30 seconds. People don’t want to wait in queues. We track abandoned calls and the percentage of calls answered and have very stringent targets which we now routinely meet, meaning customers get a better service and hopefully, the outcome they’re looking for.”

Gigaclear uses fibre-to-the-premises technology to provide faster speeds for those in rural areas who have been left out of the overall fibre rollout. 

Gigaclear customers can experience speeds of up to 1Gbps, allowing for faster broadband for those who would not normally get it. 

Source: ISPreview

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