Every month the Fibernetics Contact Centre receives, on average, 22,000 calls from Worldline customers and potential customers. Our agents' job is to handle this enormous call volume in a polite, professional manner helping with technical issues or and selling our services to even more Canadians.
The average wait time: Less than Two Minutes.
Here's a challenge for you. Survey any other telecom company's website. How many of them post their wait times? Considering the average person waits on hold 13 hours a year, many of them with their phone or Internet provider, the answer is most likely none.
Yet at Worldline, we're proud of our numbers. And we should be. Pete Cross, one of our original employees with the company, left his Kitchener, Ontario home and started the Fibernetics Contact Centre 10 years ago in Puerto Plata, Dominican Republic. He has trained a team of customer care pros who have helped us continue to post record high sales, and are a big reason Worldline has the highest customer retention in the industry.
Our support team managed out of our Cambridge, Ontario head office, are singularly focused on making and keeping Worldline customers happy.
Our customer care team of trainers and highest level of support, the level 3 team, mentor and work with all of our customer facing staff to ensure they are up to date with the latest in technological and customer support all in an ongoing effort to make their Worldline experience the best in the industry.
Pete Cross on the Fibernetics Contact Centre then - and now:
"There were only a handful of us working in a small office in Kitchener at the time. We all kind of looked around at each other trying to think who would pack up their life and come down to a foreign country to give this thing a shot."
"I think it came down to the fact that I was the only one without a serious girlfriend at the time, so I started the adventure. Nobody was sure if it would work, but we started slowly with a few agents working nights handling overflow calls."
"It was mostly employees from the hotel where I was staying looking to earn extra money after their shifts. During all of this, I was also trying to adapt to a life outside of Canada in a very different place where everyone was speaking Spanish. At first, even basic chores like grocery shopping were ordeals! Gradually we expanded our hours and before you knew it, we were operating 16 hours a day with a solid team of customer service agents. "
"Now we have around 60 employees operating seven days a week covering every facet of customer service for Fibernetics. I have a strong support team of supervisors, trainers, IT and QA Staff etc. helping me manage our operation and we are light years ahead of where we were even a few years ago. We are breaking sales and QA records on a regular basis and strive to get better each and every day."
Fibernetics is the parent company of Worldline and the Fibernetics Contact Centre located in Puerto Plata, Dominican Republic handles all of our sales and technical support calls. Our company purpose is to "Deliver happiness and connections every day by being awesome" and that's exactly what they do!