Client Case Study – Century City Connect
Century City Connect provides world-class, open-access fibre optic connectivity to a large network of diverse businesses, as well as home users. The company decided to take their customer service levels up a notch by introducing an after-hours fault logging function and appointed CallWorx to manage this for them.
The Task at Hand
To offer 24/7 support to their clients, Century City implemented an after-hours fault logging function and tasked CallWorx with the responsibility to manage it on their behalf.
The CallWorx Approach
CallWorx created a dedicated fault logging system for Century City and trained operators to operate the system. The CallWorx crew immediately responds to all clients who report faults and provides them with the assurance that a standby technician will be in touch ASAP. All the relevant information is then relayed to the relevant standby technician. The details of all incidents logged are recorded and also forwarded to management, via SMS and email, for performance management and quality control purposes.
Outcomes
Century City was able to introduce true 24/7 support for their clients with minimal impact on their capacity, as all the faults that are logged after hours, are fully managed by CallWorx’s dedicated call centre.
