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Nildram Improves Customer Service

Posted: 02nd May, 2006 By: MarkJ
ISP Nildram has introduced a new queue-busting telephone scheme known as QueueBuster, which is said to slash the amount of time callers must wait to speak with Nildram’s customer services, sales or provisioning team:

QueueBuster gives customers an alternative to queuing by taking their details, queuing on their behalf, and then calling them back automatically when the next agent is available, at no cost to the customer. QueueBuster becomes an option when the call centre is busy, eliminating lengthy wait times and the inconvenience of waiting in a queue.

"We are delighted this system is proving so popular with customers, and are pleased to be improving our customer support further still. After recently getting top marks in a Which? survey for our service, this further reinforces our commitment to our customers," comments Sean Stephenson, managing director, Nildram.

Delivered as a hosted solution without the need for additional hardware, agents at Nildram receive QueueBuster callbacks as ordinary inbound calls, with the caller’s name played to them, in order to greet customers personally. Nildram’s customer care and support agents have found QueueBuster to be a win-win solution for both customers and agents alike.


Wonderful news, now if they could just improve their e-mail based support. Gaining a response from a representative over e-mail often takes up to a week.
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