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WCA Winner's Report: Virtela - Best Customer Care 2013

In the build up to the opening of this year's World Communication Awards. We've been speaking to last year's winners to get the inside track about their winning entry. Follow our series of 'Winner's Reports' over the next few weeks.

First up; Virtela - Best Customer Care 2013.

Please summarise your winning entry.

Virtela, the leading global cloud networking company, offers an extensive suite of services – including managed networks, security, application acceleration, mobile device management and IT infrastructure management. These managed services are enabled by Virtela’s multi-carrier overlay network and Enterprise Services Cloud (ESC) platform, with Local Cloud Centers (LCCs) around the world that dynamically deliver services closest to enterprise end-users for the highest performance and lowest cost of ownership.

As a company that is driving cloud IT innovation, Virtela’s number one priority has always been, and will continue to be, its customers, which is why this past year, it created the Customer Excellence Program, bolstering its already industry-leading Customer Care Program. Based on customer and internal feedback loops and policing the processes and systems, this new quality assurance program allows Virtela to accelerate continuous improvements in how it delivers customer care.

Year after year, Virtela’s support team creates new standards for itself as well as the industry. And, each year, Virtela dramatically outperforms these service guarantees, pushing the envelope for customer care and service excellence. For example, in 2012, Virtela's support team improved the speed to answer customer calls by nearly 50 percent, answering first calls within an average of 6.4 seconds, down from 12 seconds in 2011. This is just one of many dramatic improvements Virtela has made in the past year.

Virtela has been recognized globally for its proactive Customer Care Program, which is driven by its world-class support team, who customers view as an extension of their own IT team.

How do you feel your product or service differentiates from its competitors?

Virtela maintains three Global Operations Centers staffed around the clock with IT experts who proactively monitor, inspect, detect and analyze customer networks and IT infrastructure to ensure global customers experience the highest levels of uptime.  Virtela asserts no other service provider will be as highly responsive to customers’ needs - be it service quotes, service delivery, change requests, billing, or service issues. For Virtela, it doesn't matter who, what, when, where or why there's an issue, the support team goes the extra mile to resolve it, and fast. In fact, 95 percent of customer survey respondents in 2012 said they were highly satisfied or satisfied with Virtela's resolution of their issues.

What further innovations do you see in the area of your entry in 2014 and beyond?

Virtela is committed to continuous improvement and innovation in customer care. In 2014, Virtela will challenge itself to continue to outperform its already industry-leading metrics -- such as 99% of trouble tickets opened proactively, 99% of issues resolved at first call, and 95% of potential issues identified and resolved before they impact network health -- through additional automation, predictive analytics technologies, and mobility features for further enhancement of proactive support.

Want to enter the awards this year? Entries open on May 7th. Keep an eye on the website for further information -
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