Extend Communications triages and dispatches literally thousands of telephone calls, messages, and emails every day; ensuring that the Company’s client’s clients needs are looked after (follow that?). Until recently, the receipt of critical messages were often manually “confirmed” by a client. In other words, if a critical message was sent to a client’s smartphone, cell phone, or email address by Extend, the recipient would reply by phone/email/txt to an Extend staff member that they had indeed received the message and would look after it (if no confirmation is received, Extend would escalate the dispatch to the next level). This procedure would always guarantee the recipient had remembered to check their device for messages, and ensured nothing was lost into cyberspace. The problem was, however, that the practice was always somewhat inefficient and time consuming (read costly). Enter .
Recipients of critical messages now reply with a quick code or ID# and Extend’s computer systems keeps track of what messages are confirmed, with NO staff involvement. Messages that remain unconfirmed after X minutes (defined by the client) are then presented to an Extend agent for escalation. “We have cut literally hundreds of minutes of staff time out of handling critical calls, and our clients are seeing significant cost savings”, said Extend Manager Todd Lyons. “Our clients now look to us as process experts in designing our call handling procedures, and it is great to be able to improve efficiencies and provide them with both internal and external cost savings” added Lyons.
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After months of internal testing, Extend today announced its official launch of IPv6 on the company’s email servers, the next generation protocol for internet addressing. “Our early adoption of IPv6 reflects the progressive culture within our organization, and the strength of our IT department led by IT Manager Mark Frey.” outlined company president Scott Lyons. It is currently estimated that 2% of email servers world-wide support IPv6. Many major corporations, including Google will launch on the Internet Society’s World IPv6 Launch, not scheduled until June 6th, 2012. For more information about the upcoming IPv6 transition, click here for commentary from Google’s IPv6 team in Tokyo.
Extend Communications Information Technology Manager Mark Frey today announced the Company’s “up-time” for the past 12 months. Accounting for planned outages, up-time for the past 12 months was 99.999%. This reflects only a single, unplanned, 3-minute reboot over the course of the previous 12 month period. “Achieving ‘Five 9s’ is something very few 24 hour organizations are able to accomplish”, commented Frey. Further figures released indicate that when scheduled system maintenance was also included, up-time was still a very impressive 99.997%. “We are committed to being a technology leader in this industry. Our clients need us available 24/7, and the figures released today prove that we are at the top of the pack”. This announcement tops off an impressive set of technology achievements over the past year, which saw Extend awarded GOLD Site Certification from the Canadian Call Management Association (CAM-X), as well as a Bell Technology award.
Extend Communications officially launched it’s corporate Facebook page today, after several months of evaluating social media marketing and communications. The page features weekly updates, and examples of interesting call handling situations that the company handles; and will serve as another place for clients, staff, and potential clients and staff to view the corporate culture and atmosphere that exists at Extend. You don’t need to belong to Facebook to view the site, which is at http://www.facebook.com/extendcommunications. Members who “Like” the page, will see the “Wall” posts directly in their News Feed. “We’ve had a great response to our experimental page over the past few months, and look forward to improving communications with our target audiences with the help of social media”, said Extend President Scott Lyons. For more information view the site at http://www.facebook.com/extendcommunications or contact Lyons at http://www.extendcomm.com/contact/contact-us/
A quick primer on finding the perfect partner in a call centre.
Scott DM Article Oct 2010
The Association of TeleServices International (ATSI) based in Atkinson, New Hampshire, today announced Extend Communications Inc.’s TOP RANKING of all participating Call Center companies in Canada and the United States, with the Award of Distinction. This recognition follows six months of testing and mystery calling by an independent panel of judges employed by ATSI. The Award was announced at the association’s annual conference in San Diego, CA. “Our clients have always rated our service very highly, but to have this confirmed by an independent external panel, and to place #1 against call centers across North America is a fantastic achievement”, said Scott Lyons, President of Extend. “It is a testament to the commitment our entire team exhibits towards service excellence, from our front line staff to our quality managers and supervisors. I couldn’t be more proud of them.” Full ATSI media release available here.