A recent survey by Ipsos MORI found that 31% of Small and Medium Sized businesses cited that the reason for churning their broadband suppliers was poor customer service. 15% of them said it was the cost of calling their ISP for support.
This represents a huge opportunity for companies like Timico whose whole raison d’etre is to provide good quality support for business. Before Timico (BT! – now that’s an interesting thought!) my business had a hosting account with a large name brand ISP. Their people were good enough but I would often be sat in a queue for half an hour trying to get through to them at 10 pence a minute which I hugely resented.
This is why our customer support teams have to answer the phone within three rings, and we measure it. It is also the reason that out of a staff count of around 130, 38 of them are technically qualified. The support teams do not use voicemail – they have to answer the phone.
That last statement might sound a little dictatorial but believe me it isn’t and none of the staff feel it is. Theirs is a work hard play hard envirnment where effort is rewarded, as it can be in a fast growing business. Right that’s enough of the broadcast 🙂