Call Center Services Featured Article
Verizon Wireless Is Hiring Agents at Maryland Contact Center
March 25, 2009
In a strong sign that quality, well-marketed products and services will attract customers and create jobs, Verizon Wireless is looking for contact center agents to staff its Hanover, Maryland facility.
The company will hold a hiring open house on Friday, April 3 from 2 to 6 p.m. and on Saturday, April 25 from 9 a.m. to 1 p.m. To provide high quality customer support, it strongly prefers applicants who have a college education. It is seeking candidates who demonstrate a strong interest in wireless technology and a passion for delivering superior customer service.
Verizon (News - Alert) Wireless continues to provide even in this difficult economy what it says is one of the industry’s leading compensation and benefit packages. They will help attract and keep topnotch staff that will become scarce when the nation gets back on its fiscal feet.
Benefits include health care coverage that begins on the first day of employment, participation in its 401(k) program, profit sharing, tuition assistance for continuing education, and short-term (annual bonuses) incentive plans. Employees can also take advantage of numerous opportunities for career advancement.
The company says it’s making sure that the agents have the initial and ongoing skills to serve customers effectively and in doing so help retain them, grow revenues, and to attract others to the carrier thanks to quality service.
Employees participate in a comprehensive, ongoing training program to prepare to serve customers in their new jobs. Intensive training lasts from four to six weeks. In addition, the goal is for each customer service employee to take between 6 to 8 hours of additional training every month.
For the eighth consecutive year, Verizon Wireless was recognized as a 2008 Working Mother 100 Best Company for Working Mothers by Working Mother magazine. It was the only wireless carrier to be honored by Working Mother as an employer of choice for working families that invests in unique programs and benefits to meet the needs of all employees and their families.
The new contact center agents will be busy. Verizon Wireless operates the United States’ largest wireless network, with over 80 million customers, and both are growing. The firm, jointly owned by Verizon Communications and Vodaphone, has spent for example more than $200 million to expand and enhance the network across nearby central, northeastern and southeastern Pennsylvania, and in southern New Jersey and Delaware.
Verizon Wireless is also expanding its array of customer-needs-targeted services. It recently introduced the Friends & Family for Business plan which gives businesses even greater control over their wireless spending. Friends & Family for Business lets companies create a calling group made up of up to 10 numbers employees call most. The minutes used when placing or receiving calls from anyone in the calling group are considered mobile to mobile calls and do not count against the business’ plan minutes. Businesses can include the landline or wireless numbers of colleagues, clients and vendors who have yet to switch to Verizon Wireless, and they can add or remove any of the numbers as frequently as needed.
Customers have responded in kind through their signing on and strong loyalty. Verizon Wireless added 1.4 million net new customers in the fourth quarter 2008. For the 17th consecutive quarter, it posted the industry’s lowest customer churn rate of just 1.35 percent.
“In addition to continually investing in the industry’s best wireless network, Verizon Wireless is recruiting the industry’s best employees to support our customers,” says Robin Linton, Human Resources Field Operations Manager for Verizon Wireless.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Michael Dinan
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