Why wait? Internode offers customer Web access to call centre queue stats

Internode discloses call wait times for all departments

Internode has launched a Web-based service that provides its customers with real-time access to telephone call wait times for all its service departments. The service is designed to make it easier for Internode’s customers to reduce their potential waiting times by calling the ISP during low-demand periods.

Internode's Frontline Queue Statistics provides both tabular and graphical views of call numbers and wait times for its support, sales and account telephone lines.

According to John Harris, Internode’s PR manager, the project was driven by customer growth and the company’s goal of maintaining its reputation for great customer service.

"We are trying to make the business provide the service of a small company even though it is now a very large company — we wish to offer a slightly more personal touch when we are dealing with our customers," Harris said.

Harris also explained that the new service is part of Internode’s latest initiative to become an even more customer-friendly company. In May the company announced a four-year, $4 million redevelopment of its customer-care systems using NetSuite Business Management software.

As well as speeding up calls and reducing queues during busy periods at the Internode customer call centre, the NetSuite solution will provide a portal to let customers track the progress of orders, view the history of their interactions with Internode and undertake many self-service activities.

Internode's managing director, Simon Hackett, said that the Frontline service and other initiatives by the ISP were intended to make life easier for its customers.

"It’s part of our commitment to progressive disclosure of key aspects of our performance to our valued customers," he said. "Our aim is to make Internode a really easy company to deal with."

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