Every year at Wireless Analytics, we dedicate a full week to recognizing the work of our customer service team. This week features fun events/activities and free meals as a “thank you” for all their challenging work throughout the entire year.
Wireless Analytics has been able to consistently grow every year in part because of our reputation as a white-glove service provider. Taking care of people is just in our DNA. What’s amazing is how we’re able to live up to those standards, while being very busy. Last year, our Technical Assistance Center (TAC) completed 1,044,000 actions, including closing over 130,000 tickets and answering over 31,000 phone calls!
Those are strong numbers, given the wide range of issues addressed in any given phone call. As a result, our customer service team must be cross-trained and knowledgeable in all facets of mobility to get a quick resolution. Because our team is so dedicated to problem solving, we’re able to consistently exceed industry help desk standards. For our clients, we're always able to exceed our SLA agreements because Wireless Analytics employees are equipped to handle a multitude of customer issues and deliver a fast and satisfying resolution.
Myself, co-founder Carl Jahn, and Fernando Oliveira can have success growing our business when we meet with prospective customers because we can boast of these numbers. I’m lucky to have a customer service team that I can rely on to deliver unmatched support every single year. I can go into a meeting and propose our services to a client, but it’s the work of the customer service team that truly keeps the business going. It’s people like Danielle Dupree and Melissa Lenzi, who supervise the TAC team, who are integral to Wireless Analytics. We owe them and everyone on the support side a lot every day.
Being on the phones and closing tickets is not an easy task – and we use this week to remind everyone the importance of being grateful for every customer and handling every situation with grace. We promise every client that we’ll exceed their expectations, and we carefully hire and train the best people for the job.
To summarize, I believe the reason our customer service team is fantastic is because:
- We hire only the best.
- WA lives by the mantra, "be grateful for every customer."
- Leadership listens to the front lines, because the customer service team knows what processes should be put in place to be effective.
I’m so proud of my Technical Assistance Center team, and again, say thank you for everything you do for this company.