There is a high degree of competition among Internet Service Providers. The players active in this market do not differientate themselves on the basis of image, product and price alone. Availability and level of service are also very important factors.
This means that more knowledge is required in the contact center: 'first-time-fix' (the ability to answer consumers' and/or business customers' questions correctly the first time, and/or to solve their problems, technical or otherwise) and active channel direction are extremely important.
Unamic/HCN has the right technical specialists at its disposal to provide optimum technical help desk services and also offer other Contact Center activities such as customer service, sales and retention.
