Citizen Follows New Strategy for Customer Operations

By Anuradha Shukla

TMCnet Contributing Editor

 

Citizen has announced that its Frontier operations would follow a new strategy for its Customer Operations including consolidation of all inbound customer calls to two or three centers and a nationwide Work at Home program by the end of next year.

 

The new strategy is expected to improve Citizen’s focus on delivering quality customer service and its competitiveness in the marketplace.

 

A new Frontier Call Center will be set up in DeLand, Florida this August that will

employ up to 500 employees by the end of 2007. Citizen reportedly chose DeLand because of its rich labor market and conducive economic climate.

 

A key element of the new Customer Operations strategy, Homeshoring, Frontier's new work-at-home initiative, is presently being trialed. Following its success it will be expanded to 15 - 20% of Call Center employees across the company.

 

Investments in new technology will support this strategy enabling Call Center agents to easily access different computer systems and assist customers with billing, repair or collections questions.

 

“Our goal is to consolidate to two or three centers. We are reviewing all options regarding the locations of the second and/or third Call Centers,” said Dan McCarthy, Executive Vice President and Chief Operating Officer Citizen in the press release.

 

Frontier currently has Call Centers in Kingman, Ariz., Burnsville, Minn. and Gloversville, Middletown, Monroe and Rochester, N.Y., in addition to eight other smaller Call Centers in the country.

 

For more information, visit Citizen