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Welcome to the Gloversville Customer Care Center

Welcome to the Gloversville Customer Care Center. Customer Care Center. Darryl Clukey, Regional VP Customer Operations. Catherine DeCuyke Manager Customer Care. Richard Blacha Manager Customer Care Ops. (Gloversville & Monroe) 10 Residential On Line Supervisors

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Welcome to the Gloversville Customer Care Center

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  1. Welcome to the Gloversville Customer Care Center

  2. Customer Care Center Darryl Clukey, Regional VP Customer Operations Catherine DeCuyke Manager Customer Care Richard Blacha Manager Customer Care Ops (Gloversville & Monroe) 10 Residential On Line Supervisors 2 Customer Care Coordinators 143 On Line Consultants Kim Kortz Coach, Workforce Admin James Passero Manager Customer Care Instructors Susan Baker Deb Dresser Kyle Russell 3 Residential Offline Supervisors 1 Workforce Supv 4 Workforce Assistants 43 Offline Consultant 2 Business On Line Supervisors 20 On Line Consultants

  3. Customer Care Center Synopsis • GLOVERSVILLE NY CUSTOMER CARE CENTER VIRTUAL WITH KINGMAN AZ CUSTOMER CARE CENTER • RESIDENTIAL CENTER HANDLES 18 STATES, MONDAY THRU SATURDAY • BUSINESS CENTER HANDLES EAST STATES, MONDAY THRU FRIDAY • NATIONAL DIRECTORY AND LONG DISTANCE GROUPS LOCATED IN GLOVERSVILLE CENTER • CONSISTENTLY HIGHEST REVENUE PER CALL AMONGST ALL CENTERS. • STRONG CSAT RESULTS • LOWEST EMPLOYEE CHURN

  4. 2006 YTD EMPLOYEE CHURN RATE

  5. Customer Satisfaction SurveyCustomer Care Center Results

  6. Customer Care Center Results

  7. SAVE TEAM

  8. INITIATIVES RESIDENTIAL: • AVERAGE HANDLE TIME INITIATIVES • ADDITIONAL RESOURCES BEING ADDED IN KINGMAN AZ • RESOURCES ALLOCATED FOR WORK-AT-HOME INITIATIVE • PILOT NET REVENUE GOAL BUSINESS: • PROMOTION ON PREMIER CONNECTIONS

  9. Gloversville Res ~ 109 Gloversville Bus ~ 19 Kingman Res ~ 63 Kingman Bus ~ 12 Burnsville Res ~ 57 Burnsville Bus ~ 18 Monroe Res ~ 20 Rochester Res ~ 58 Rochester Bus ~ 10

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