As the front-line point of contact for Everlink customers, the National Client Support Centre (NCSC) is considered a vital aspect of Everlink’s client relationship management strategy and provides toll-free client-application service and support 24 hours a day, 7 days a week, 365 days a year.

In the period from April 1, 2007 to February 29, 2008, the Everlink National Client Support Centre managed an average of 11,500 email, phone, and fax interactions with clients each month.

During this time NCSC analysts answered 48,000 calls and recorded an average time of 22 seconds to answer incoming calls. Additionally, for the 27,000 records opened to track incidents, or manage implementations and requests, the NCSC achieved a “resolve-on-first-call” rate of 99.6%

Our Support Centre analysts are cross trained on all of our products to provide comprehensive and knowledgeable support to all clients with the goal of addressing client calls for service within the Support Centre.