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New Call Center Addresses Long Hold Times, Missed Appointments

SULLIVAN, MISSOURI, October 15, 2012 —With Fidelity South customers experiencing long hold times, abandoned calls and missed tech appointments using the AMS contracted virtual service center we inherited from Cobridge, something had to be done.

The solution is a new in-house Call Center. Training of eight experienced CSRs began this week with an eye toward launching the Sullivan-based center in early October.

“We weren’t getting the level of customer care in the former Cobridge markets we are used to giving,” said Marcie Nichols, Vice President of Customer Care. “We feel it would be much better managed to have it in-house instead of outsourcing it.”

A location for the Call Center is still being determined. Ideally, it will be a 6,000-7,000 square-foot building in Sullivan that would also house the Service Center and HelpDesk.

The Customer Care management team pulled together eight employees to get the Call Center kicked off: Penny King, Victor Hilliard, Rachael Hager, Katie Harmon, Jennifer Dunk, Pam Clark, Jennifer Roam and Kristen Echols. “This team will begin diving into the world of Fidelity South through some intensive internal and CSG billing system training,” Marcie said. Training is taking place in the Sullivan Customer Care training room.

“We’re pulling experienced Fidelity people into the Call Center so they don’t have to start from the ground up learning our business,” she added.

With the acquisition of the former Cobridge properties, Fidelity immediately added 27,000 subscribers and more than 110,000 homes passed. Those markets are being converted to digital service with DOCSIS 3 Internet in most towns, upgraded channel lineups, HD and Whole Home DVR services, as well as attractive package bundles. This combined with a more aggressive marketing and business sales approach has made it difficult for AMS to keep up with the call experience standards that Fidelity and our customers expect.

“We have discussed opening our own Fidelity Contact Center for quite some time,” Marcie said. “With the large amount of calls coming from our Fidelity South customers, we feel now is the time to get started.”

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

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