The National Field Support division of TELUS Communications in Edmonton, Alberta, Canada, won the Gold Stevie for Support Department of the Year in the Support Awards categories of The 2013 International Business Awards.
(The 2014 International Business Awards is still accepting entries. Review the entry kit here.)
According to Mark Klotz, Director of TELUS Communications’ National Field Support, winning a Stevie Award represented an international acknowledgement of his team’s formidable accomplishments, and has contributed to further success in three areas. “First, the team achieved an all-time high team-engagement score, 7% above the ‘best employer’ index that we benchmark ourselves against,” Mark reported.
“Secondly, it elevated our already amazing culture to a level where front-line agents are driving unprecedented levels of continuous improvement. Lastly, it greatly benefited our customers, because the hope of being recognized by the Stevie Awards for a second year in a row has driven my team’s desire to push the envelope on all our key metrics.”
Providing Technical Support
The TELUS National Field Support (NFS) department trains specialists that capture and resolve anomalies that prevent orders from automatically provisioning in the myriad of complex systems. They repair these anomalies to meet the customer needs prior to their due date.
These specialists also provide technical support to field technicians by aiding the installation and repair of TELUS products and services for consumer and small business markets in a timely and responsive manner.The Pressures of Constant Change
Communications service providers are under continual pressure to optimize operational costs, gain agility, and offer superior services to customers. The business of providing voice, data, and TV services requires specialized skills on advanced provisioning systems in order to provide customers with the best possible service in a highly competitive telecommunications industry.
Making Life Simpler for the Customer
The constant evolution of technologies also puts pressure on the team to proactively evolve their skill sets. This evolution has enabled NFS to remain the support team of choice.
We asked Mark what changes in technology he thought would most affect telecommunications customers in the future.
“I see the integration of services, applications, and content as one of the biggest changes coming down the pike,” Mark observed. “This will allow customers to take advantage of more flexible and personalized services and will make their lives simpler than ever before.”
Driving Continuous Improvement
Setting extremely high standards has enabled the National Field Support Department to answer 91% of customer calls within 20 seconds with an average speed of 15 seconds. All calls are directed to a live agent, and 99.6% of all proactively resolved orders meet the service level agreements, demonstrating the TELUS commitment to the customer. Any orders not meeting the level required are handled in real-time by an agent to maintain customer commitment.
As Mark puts it: “The high quality training, the 365-days/year availability, the stringent service level agreements, and the ‘no phone call goes to voice mail’ policy have made the NFS team into a premier support team.”
Enhancing the Customer Experience
Mark reports that his team continues to challenge the status quo and bring forward innovative ideas to help enhance the customer experience. Says Mark: “Despite the unremitting evolution of technologies and processes, the team continues to deliver high levels of success.”
Mark’s favorite business app is Evernote. “It helps me stay organized using ‘notebooks’, which can include images, photos, and notes,” he told us. “I can seamlessly sync Evernote on my Windows, iOS, and Android devices. There are also several other useful apps that integrate easily into Evernote.”
Inspired By Change
Mark is excited about the future. “The constant pace of change and emergence of new technologies inspires me every day,” he told us. “With that change comes the challenge to constantly prepare and anticipate methods and processes to integrate new technologies with existing ones while making it seamless and transparent for our customers.”
About Mark Klotz:
Mark Klotz has led the National Field Support team through the optimization of office locations and the implementation and integration of the outsourced portion of the team. He is the department’s biggest advocate of change and has instilled within his leadership team a culture of constant evolution. His thought-provoking challenges continue to raise the bar for the department. Mark brings to the team experience from Information Services, and from Consumer and Business Marketing, Marketing Communications, Channel Management, Strategic Planning, Sales Incentive Management, and Call Center Operations.
TELUS is Canada’s fastest-growing national telecommunications company, with $11.4 billion of annual revenue and 13.3 million customer connections. In support of its philosophy to “give where we live,” TELUS, its team members, and its retirees have contributed more than $350 million to charitable and not-for-profit organizations and volunteered 5.4 million hours of service to local communities since 2000. TELUS was honored to be named the most outstanding philanthropic corporation globally for 2010 by the Association of Fundraising Professionals, becoming the first Canadian company to receive this prestigious international recognition.