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you’re offering them TV and wireline and high speed in complicated packages, are your agents trained enough to deal with it?” “What we’re trying to work out is what level of service is most efficient and effective,” says Wetmore. “If you can have first call resolution the cost savings are fantastic and customer satisfaction is unbelievable.” Wetmore concludes, “The bottom line is that in our quest to provide an exceptional customer experience, we must continue to depend on our strengths—our people and our experience. With these, we will find success in meeting the needs of our customers anywhere across Ontario, Quebec and Atlantic Canada.” January 08 Businessexcellence 7 a particular vicinity, someone will invariably come up to him and ask if he can have a look at something for them. They can’t, of course, because they have their day’s appointments already planned out. “I want them to be able to say ‘yes’,” says Wetmore. “We’re getting there,” he says. “We’re now down to two hour appointment windows, rather than saying we’ll be there some time on Friday.” One of the things Bell Aliant has concentrated on from a customer service point of view, is missed commitments. Narrowing the window to commit to a visit on Friday afternoon reduces the failure rate appreciably, he says. Giving a two hour window reduces it to below one percent. It costs more to offer that service, but it’s more convenient for the customer and it pays off in the long run by not having to send the technician twice, in the event that the customer is not at home at the time of the first visit. The biggest increase in future revenue in the telecoms industry is going to come from service rather than new products, Wetmore believes, “so I want to make a great leap in customer service, but it’s so complicated to get the service where you want it to be. Customers say their priority is that you have to be easy to reach. But that’s very complex. Do you have the right contact center technology to be able to deal with the customer’s call? If Interview

8 Businessexcellence January 08 Integrated business management means managing all of the business resources via the sales and operations planning process. The final part of John Schorr’s series of six articles deals with the management business review proven The path