Name: Anders
From: Uppsala, Sweden
With TSIC:  Five and a half years
Before that: This was my first job after completing my studies in computer science

What are the greatest strengths of TSIC customer care?

We understand how important it is to solve problems quickly. Our customers rely on their networks, and if they have a problem, they need to talk to somebody who can fix it – not a computer or a callback service.

We try to really understand our customers’ needs. Part of being fast is solving as many problems as possible at the front line. That’s why we are much more than just a call center. We have some very smart people armed with the tools to analyse and solve problems quickly. That’s how we can solve 80% of problems at the front line. We are constantly talking to our sales team to understand what our customers need.

Nobody “owns” a case, but as a team we all take ownership. Often, this means solving problems that aren’t ours. It is quite common that there are different companies in the chain and we contact third party companies to help find the solution for the customer. This is partly for our customers, but it’s also partly for ourselves. We hate unsolved problems.

How is knowledge and information shared within TSIC’s customer care team?

The main thing is that we work in closely-knit teams. If we can’t solve a problem ourselves, we discuss it with our team. We are all curious to hear what’s happening and have an open discussion.

What proactive steps do you take to prevent problems from happening?

We have technical alarm tools, the network operations center and network monitoring to detect issues before they become problems. If we see something that might occur, we let our customers know straight away. Often before they know anything about it. Luckily, there aren’t too many problems so we can call in person. We don’t just activate an automated response.

Can you describe a time when your team has done something differently, thinking outside the box, to help a customer?

After 5 years here, cases still come in all the time that are not like anything I have seen before. Often, the problem is not with us, but we still try to help our customers to locate it and find a solution.

Can you describe a time when your team has received a surprisingly positive response from a customer?

We get a lot of positive response – especially from smaller customers. They may have only one service, but they rely on it. 3600/24/7 means that we can always get right onto solving the problem. Especially when customers have problems during their peak time, being able to solve them quickly means a lot. We often get good feedback in these situations.

Can you describe a time when your team has developed a solution that required multiple parts of TSIC working together?

Every part of TSIC is involved in solving problems. We are able to solve most problems directly. When we do need to escalate, we have the whole company at our disposal. Everyone here understands the importance of customer care, and that makes a real difference. We work closely with Sales. If a customer wants to upgrade, we can do it quickly and make sure it is fully supported. This helps to reduce unexpected problems.

Can you tell me about your plans and ambitions in TSIC? Where would you like to take things?

Customer Care is a bit like a training ground for other departments at TSIC. Many people start working in Customer Care and go on to have long careers in other parts of the company. I would definitely like to move in the company, but I also enjoy it here.

This is an interesting business to be in and it is always changing. It is also a very young industry. We like following our customers, seeing what they are doing and watching them grow. We get to see ideas emerging and evolving and turning into industries. And it really feels like we are part of it.

 



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