Recent Customer Care and Service Provisioning Success Has Followed
Lingo Communications, LLC, (“Lingo”) a leading global Cloud/UC communications and managed service provider dedicated to serving the SMB market, announced today that it completed the roll-out of enhanced back-office systems and capabilities in Q1 2020.
Lingo added 15 additional Customer Care staff in its Atmore, AL, Call Center, increasing total staffing in that center to 75. At the same time, Lingo reduced a significant amount of headcount from an outsourced center. The result of this increase in direct staffing has been a 30% reduction in Customer Care staffing costs while the quality of service has risen significantly.
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Lingo also implemented its Cloud/UC Call Center technology in the Atmore Call Center, which added enhanced call management and contact optimization capabilities. The combination of these two enhancements has increased Customer Care efficiency and significantly increased call quality.
In addition, in Q1 2020 Lingo upgraded its Service Provisioning capabilities by adding a Premier Support Team. This new team completed the installation of Lingo’s largest Cloud/UC customer in record time. This new customer has 34 locations with 214 Cloud/UC seats, and Lingo migrated them from a premise-based legacy PBX system to their Cloud/UC platform. The Premier Team also successfully implemented another new customer in Q1 2020 that has 100 locations and 350 seats/lines, using hybrid Cloud/Legacy products and services.
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“Our SMB customers and our staff have benefited greatly from our recent investments in our back-office capabilities. We now have all of the tools necessary to implement and support our SMB customers who utilize our Cloud/UC communications and managed service solutions,” stated Grant Williams, Vice President of Client Services.
“I am very excited to watch our gaining momentum in both sales and support. We strive for excellence in every aspect of support while providing best-in-class cloud/UC and managed service offerings to our customers,” stated Chuck Griffin, President & CEO of Lingo. “Our mission is to drive a personalized account team approach for the SMB that our competition generally reserves only for the enterprise customer.”
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