Resicom case study
Who are Resicom?
Resicom supplied super-fast, reliable and totally secure internet access to some of the country’s premier residential developments.
Resicom and Confero
Resicom were a start-up business looking to launch their services into the UK broadband market and needed the full resources of an experienced call centre to manage inbound technical support queries 24 hours a day, seven days a week.
Confero partnered with Resicom right from the outset since they had a small staff and no customer service department so it was critical they had an outsourced call centre to handle all their enquiries so they could focus on their core business model.
The Confero Solution
Full training was given to Confero’s specialist bureau team on all aspects of Resicom’s business including computer systems and call logging and they were also trained on operational procedures and integration with Resicom’s in-house CRM system.
Confero’s agents provided a complete call handling service 24 hours a day, including answering all calls requiring an FAQ response as well as escalation to engineer call-outs, general enquiries and after-sales issues.
Confero acted as Resicom’s interim customer services department while they were in the process of recruiting an in-house team. Once the team was in place, Confero handed all responsibilities back to Resicom as soon as they became self-sufficient and capable of handling all enquiries.