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Twenty-five Years of Technology and Customer Care "While technology has changed dramatically in the last twenty-five years, the focus of the MASCO Services Telecommunications and Customer Care division continues to be delivering top-quality personalized customer care as well as meeting the evolving needs of its customers from both a customer service and technology perspective," says Gary J. DuPont, MASCO Services' director of telecommunications and customer care. When MASCO launched its Telecommunications Operations in 1976, calls were processed utilizing console call directors and cord switchboards. In 1993, the division relocated to its current state-of-the-art facility, part of the 375 Longwood complex. Today, the call center, with its multi-platform telecommunications network, processes over 15,000 call requests per day, administers approximately 6,000 pagers, and investigates and implements new technologies on behalf of its customers to augment existing services and applications. Technology. MASCO Services Telecommunications and Customer Care regularly pursues and implements the latest technologies as changes occur in the telecommunications and call center industries. Most recently, MASCO Services implemented speech recognition technology that routes callers to an individual or pager by announcing the name of the person they wish to reach. Another recent enhancement allows users within the institutions to look up an extension number or page directly from their desktop workstation without operator assistance. These new innovations allow service representatives to focus on outside calls that may require more attention. Staff education. MASCO Services' comprehensive education programs include systems and customer-specific account training, sensitivity awareness training, and cross-training on various job functions within the division. Recently a "Service Excellence" program was implemented that combines quality service training with emergency call-processing procedures. Training is continuously revised to incorporate new information and new technologies, such as web-based training and multimedia. Telephone answering service. Since the mid-1980's, MASCO Services has offered telephone answering service to its members. MASCO Services manages a demanding answering schedule with computerized efficiency, precision, and personal attention. Measurement and surveys. In the 1990's, MASCO Services began using a variety of tools to measure efficiency of its operations. The Call Center has ranked number one several years running in annual benchmarking surveys that are conducted by independent firms. LMAnet. A MASCO Services-managed fiber optic network linking Harvard-affiliated facilities in the Boston area since 1989, LMAnet supports voice, data imaging and other inter-institutional network-based services. This past year, a major overhaul of its infrastructure was completed in order to support higher speed access and availability to accommodate the increasing needs of applications such as telemedicine, video conferencing, and distance learning. Back to the current newsletter/article
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© 1998-2007
MASCO Services Inc. |
