August 20th, 2009 No Comments »
In a non-descript building in suburban Tampa, Florida, resides the nexus of Verizon Wireless’s customer experience.
It’s the experience that occurs after the new wireless customer has left the retail showroom, after the first bill has arrived, when a question arises or when it’s time for an upgrade and a live operator must get involved.
It’s an experience handled by one of some 1,200 live operators (CSRs, or customer service representatives, as they’re called) at this six-story building just off a bustling throughway. The wireless carrier’s Florida Customer Service Center handles calls from across the state. The center is one of 24 nationwide, but it’s anything but typical.
And though it’s a call center, don’t come in thinking you’ll see row after row of stereotypical phone banks. Read More »