By Lyza Latham
What's so different about how CenturyLink Cloud approaches Customer Care? Well, just about everything.
I sat down with Michael Talbert, the mastermind behind all our Customer Care initiatives, to find out what makes this team so unique and so successful.
"We've approached the idea of supporting our customers from a whole new angle... It's about empathy, taking care of customers and solving problems. It's way more than just technical support."
Lyza Latham: Michael, tell me what’s the big difference in how CenturyLink Cloud approaches Customer Care?
Michael Talbert: One of the things that’s frustrating for customers, particularly technical customers, is having to explain a complex problem to someone who isn’t technical. The traditional industry approach to Technical Support is to initially have the customer speak with a generalist. If the generalist can’t solve the problem, the issue is escalated—sometimes in multiple, painful increments—to more and more technical tiers until eventually the problem is resolved. We take a totally unique approach, with three key differentiators:We staff our team with senior service engineers who can handle 90% of issues at the first contact. As long as the issue doesn’t require a code change, we should be able to resolve it within that first engagement. Our interview and screening process puts the emphasis...