Quickline Communications brought its technical support operations in-house.
A newly formed, 15-strong team of first-line support agents is now based at Quickline’s East Yorkshire headquarters, following the conclusion of a previous outsourcing arrangement in South Africa. The move means customers now speak directly to local experts.
The change is the latest in a series of strategic moves by Quickline to further enhance its customer experience, following the launch earlier this year of its Customer Excellence Hub and the appointment of Frank Stone as chief marketing and information officer.
Quickline CEO, Sean Royce, said, “This is a big moment for Quickline and for our customers. Having a locally based technical support team means when our customers need help, they’re talking to someone who understands their community, not just the technology. We're proud to be employing more people here in Yorkshire, right in the heart of where we deliver our broadband services. It’s all part of our promise to offer a uniquely northern, truly local service that goes beyond just connectivity.”
The in-house team will sit alongside Quickline’s customer service and sales teams, under a new structure led by Michelle Simpson. She has been appointed as director of sales and service operations, a new role that brings all core customer-facing teams together to help deliver a seamless, end-to-end experience for customers.
Simpson, who has been with Quickline for three years as head of sales, brings deep industry knowledge and leadership experience, having held senior positions in sales, customer services and technical support during a nine-year career at KCOM.
She said, “I’m excited to take on this new role, uniting many of our customer-facing teams to ensure a truly seamless and personal experience at every touchpoint. We are absolutely committed to keeping our customers front and centre of everything we do and I’ll be driving that focus forward across the business.”
Royce said, “Michelle’s leadership, energy and deep understanding of our customers and the region in which we operate will be crucial as we continue to deliver on our customer first commitment.”