Fonality, the innovative provider of business phone systems and integrated communications solutions designed to reduce the friction that slows business momentum, was honored with a Bronze Stevie Award in the Customer Service Team of the Year category in the 2014 American Business Awards℠.
“Customer service is the heartbeat of our organization,” said David Scult, CEO of Fonality. “We’re proud to have this outstanding team working every day to help businesses sell, service and collaborate at ease with Fonality’s integrated communication tools.”
Fonality’s team of 71 customer service representatives was honored for its excellence in supporting the 250,000 individuals who rely on Fonality every day while seamlessly launching a Platinum support option, the Technical Account Management Group and online chat support.
Fonality’s Platinum support program was introduced in 2013 for customers who rely on quick access to top-tier support. Customers in this program are immediately routed to Level 3 team members, and experience an average hold time of 48 seconds, as well as 94 percent of issues resolved on the first call.
The Technical Account Management Group (TAMS) takes a proactive approach to servicing Fonality’s larger customers who require additional assistance due to a transition in their business. By analyzing customer data to spot areas for improvement, the team is able to address issues even before the client calls for help. The TAMS team also works closely with customers during the post-installation period, providing a uniquely hands-on and preemptive approach to improving customer satisfaction and retention.
The American Business Awards was presented at ABA’s banquet in Chicago and will be presented at the new product & technology awards event on Friday, September 12 in San Francisco.
About the Stevie Awards
Stevie Awards (StevieAwards.com) are conferred in five programs: The American Business Awards, The International Business Awards, the Asia-Pacific Stevie Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. A sixth program, the German Stevie Awards, will debut later this year. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide.