Call Center Services

Every business today knows the importance behind good customer service. The better the service, the more likely you will have both loyal customers remain and new customers join. J.D. Power recently completed their annual survey and for the first time in ten years, AT&T (News - Alert) has topped the list.

The latest survey questioned 7,000 customers on a variety of topics including how well the companies in question performed online, in-store, and their overall experience.  AT&T got the highest rating of 795 in the survey based out of a possible 1,000 points. Although AT&T did come in first, it was a close race at the top with Verizon (News - Alert) Wireless – with only five points away from a tie.

Even non-traditional phone companies such as MetroPCS, which offers consumers a pay-as-you go phone method requiring no contract came out on top with a score of 770. It too just squeaked above both Cricket and Virgin Mobile (News - Alert) within points from taking the lead.

“Being highest in customer service is yet another reason for customers to choose AT&T,” said Ralph de la Vega, president of AT&T Mobility,” the wireless division of AT&T.

So what has changed to help make AT&T take the lead in the survey for the first time since 2003? Jeff Kagan, an independent analyst, said a lot. “AT&T has been working hard to improve customer care in recent years, and it looks like they are doing a great job, according to this new J.D. Power study.”

In the past few years, AT&T has added a slew of new features designed to make not only the purchasing of AT&T products easier, but the customer service as well. The retail store has added the use of tablets, similar to that of Apple (News - Alert), to help people check out much more efficiently. It has also cut down on the checkout process and helped to make it a paperless transaction with receipts being emailed to you.

In addition, the mobile provider has also provided a full online chat service to help anyone troubleshoot their phone, go over billing inquiries, and make changes to their service. The full chat experience can be E-Mailed to you and cuts down the instances where you have to call the provider.  One thing is for sure, these new tools are working in AT&T’s favor.