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Fidelity Responds to Service Issues with New Call Center

SULLIVAN, MISSOURI, February 14, 2013—With new Fidelity Communications customers in four states experiencing long hold times and missed tech appointments, something had to be done.

Instead of continuing to rely on the contracted customer support system used by the former owners—Cobridge Communications—Fidelity responded by adding a new Contact Call Center to address those problems. Fidelity's rapid growth also resulted in a new Sullivan, Missouri, location to house the Contact Center and consolidate several Customer Care departments.

"We weren't getting the level of customer care in the former Cobridge markets we are used to providing," said Marcie Nichols, Vice President of Customer Care. "We knew it would be much better managed if we pulled all customer service in-house instead of outsourcing it."

Fidelity Communications doubled in size last year with the acquisition of 14 cable TV systems in southern Missouri, Arkansas, Texas and Louisiana, adding more than 28,000 customers. Those systems have since been upgraded with new lines, equipment and the latest technology, allowing Fidelity to offer these new customers a full range of high speed Internet, cable TV and phone services.

Most of the new markets have been converted to digital service with extremely fast 50 Meg Internet speeds now available, as well as upgraded channel lineups, HD and Whole Home DVR services, and attractive package discounts.

"With the addition of so many new customers, we needed a more streamlined process, more people, and a bigger central location in order to provide Fidelity's high level of customer service," Nichols said. "We have discussed opening our own Fidelity Contact Center for quite some time," she added. "And with the large amount of calls coming in from our new Fidelity customers, we knew we had to move quickly."

A 9,000 square-foot former bank building now houses the entire Fidelity Customer Care staff, with the exception of the Customer Service Representatives in local offices. Most of the new Call Center employees are current Fidelity customer service employees with extensive experience and knowledge of the business who are able to assist customers with a wide range of service issues.

The new space features acoustic ceilings and cubicle walls to soften sounds. All employees wear headsets for less noise, which makes for a better customer experience. In addition to consolidating Customer Care services in one location, the new Contact Center also allows Fidelity to more efficiently handle customer calls, shortening hold times and making the scheduling of service appointments for customers more efficient.

Contact: Craig Montgomery
Fidelity Communications Co.
Tel: 573-468-1294
Fax: 573-468-7986

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