Meeting OTELCO’s Commitment to Great Customer Service

OTELCO Customer Service Representative Edward Hannon in our New Gloucester office.

OTELCO Customer Service Representative Edward Hannon in our New Gloucester office.

OTELCO has always been committed to providing high-quality customer care to the communities we serve.  We have never outsourced support, and are proud that when our customers contact us, whether by phone or online, they are interacting with neighbors.  Our customer service reps, technical support team members, and technicians live and work in the communities we serve.

At the same time, we know there is always room for improvement.  We use call center software to monitor service levels and can listen in on calls if needed in order to provide better coaching and training for our team.  When it comes to repairs, we watch for repeat instances of the same issue at an address in an effort to determine if problems are getting resolved. All of this helps us understand how we are doing relative to our goal of providing our valued customers with the exceptional service they deserve.

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Your Opinion Counts – Immensely

Ultimately, though, when it comes to great service, the only opinion that matters is the opinion of our customers.  Reviews and social media can tell us something about how we’re doing, but generally this feedback is highly polarized – either very good or very bad.  It doesn’t give us an accurate picture of how we’re doing day to day, and it doesn’t give us enough information to improve our training programs.  With this in mind, we decided to try and get more consistent feedback from you, our customers, about how we’re doing.

About two weeks ago, we started emailing two follow-up surveys to customers:

  • A Service Installation / Upgrade Survey: This survey asks for your feedback on how we did with your most recent installation of new service or upgrade of existing service. We’re looking for feedback on how we did on the phone when we took your order and how our technician performed when we installed service, if a technician came to your home.
  • A Tech Support / Repair Survey: This survey looks for your feedback on trouble tickets, which we open each time you call our technical support team. There are questions about the support technician you spoke to on the phone and, if applicable, the technician who visited your home to make on-site repairs.
An OTELOC customer service employee sits in front of a computer and ahead of him are six more screens on a wall.

OTELCO’s Network Operations Center, the home base of our Tech-Support team.

The survey is sent out when the order or trouble ticket is closed, so you may not get it right after you hang up the phone.  If a technician is coming to your home, the survey won’t be sent until after that visit.  In addition, surveys are sent by email to the address you use to log in to your account online.  If you haven’t signed up for an account yet, your service rep or tech support technician may ask you for an email address so that we can send you the survey.

It’s Quick and Easy, but It Means a Lot to Us

We’ve only collected a few responses so far, so we’re not ready to draw conclusions yet.  What we can tell you is that the average time to complete either survey has been less than 3 minutes.  If you had an experience with us, good, bad or just OK, we want to hear about it. We’ll use the information you give us to learn how we’re doing and to help us improve.  You also have the option to share your email address so we can follow up with you about your experience.

Next time you call us for a change in service or a problem, keep your eye out for our feedback survey – and please take three minutes to help us make the next call even better.