“When people call, they want you to listen and to know that you understand their problem,” explains Ashley Demshki, Director of Zayo’s Customer Care Center. Having previously worked as a Customer Care Agent and Manager at Zayo before advancing to Director, she learned that often a personal touch is the most important part of helping someone. “We’re here for the human connection,” she adds.
In caring for the volume of customer contacts they encounter, the Care Center maintains standard metrics to ensure they are responding quickly and effectively. Demshki describes their goals: “We have seven seconds to pick up the phone, seven seconds to respond to the first live chat, and one business day to reply to emails.” And once the customer’s present issue is resolved, Demshki asks agents to take the opportunity to let customers know all the other avenues available to them for gathering information about their services in the future. “We want to care for our customers in a timely fashion, whether that’s in real-time or through extended support cases,” she says.