HyperQuality Grows Client Roster, Helps Companies Affect the Bottom Line
Through Customer Service
SEATTLE, Nov. 16, 2009 – Seattle-based HyperQuality, Inc. has signed a new
agreement with WildBlue Communications to monitor, evaluate and track
customer service calls for quality. The agreement underscores WildBlue’s
commitment to providing the best possible service at all times to its
broadband satellite subscribers.
HyperQuality will listen to WildBlue’s customer service calls and evaluate
them for a variety of quality measurements, such as whether customer needs
are met on the first call, agents are providing all necessary details to
customers, and Internet package options are clearly explained. As
HyperQuality evaluates calls, it tracks trends over time, allowing WildBlue
to identify areas for improvement. HyperQuality also provides tailored
coaching and advice for WildBlue’s customer service agents, ensuring that
they are always striving to improve customer service, meet expectations and
deliver the most premier experience to all WildBlue’s customers.
“HyperQuality gives us an unbiased, third-party assessment of how we’re
taking care of our customers,” said Tom Glavan, Vice President of Customer
Care for WildBlue. “We continuously strive for enhancements, improvements
and innovation that will keep WildBlue at the top of the industry. Our
relationship with HyperQuality is one example of that. This agreement is
excellent for our business because we’ll be able to apply their call
monitoring and measurement tools to boost our customer satisfaction.”
HyperQuality’s metrics don’t just evaluate customer satisfaction, but
instead they dig into the precise elements of customer interactions to
determine exactly where a break-down may occur. As HyperQuality gathers data
over time, it is possible for clients to determine how customer service
becomes a critical business function that directly affects the company’s
revenue goals.
“The broadband Internet market is highly competitive, meaning that service
is a critical differentiator for virtually all providers, “said Chris Coles,
president and CEO, HyperQuality. “Our analytics enable companies like
WildBlue to determine how quality service can affect business results,
including acquiring and retaining customers.”
The agreement between HyperQuality and WildBlue began in October, 2009. Call
monitoring and evaluations begin in November, 2009. Financial terms of the
deal were not disclosed.
About HyperQuality, Inc.
Founded in 2003, HyperQuality (www.hyperquality.com
quality assurance and business intelligence for contact centers. With a
strong focus on call center operations, the company evaluates millions of
interactions annually between contact center agents and customers and, using
advanced analytics, generates actionable feedback to drive performance
improvement.
Ultimately, HyperQuality helps companies – including some of the most
well-known names in the travel, retail, financial services, education and
utility industries – improve the quality and effectiveness of their customer
interactions. In addition to quality evaluations, HyperQuality collects,
evaluates and analyzes other forms of customer data, including customer and
employee surveys; shopping experiences and marketing programs.
HyperQuality is a global business with corporate headquarters at 316
Occidental Ave S. in Seattle. For more information, call (206) 283-7119 or
visit www.hyperquality.com
About WildBlue
WildBlue Communications, Inc. was established to provide broadband access to
consumers and small offices in rural areas and small cities. WildBlue
Communication’s high-speed satellite broadband service is easy to use,
reliable, always on, and significantly faster than standard dial-up service.
It opens up a window to a world of rich content that is largely unavailable
through dial-up service and is accessible in areas traditionally unserved by
cable modem or DSL service. Service is available in the continental United
States. For more information visit www.wildblue.com.
# # #
