Taking A Call Center From Chaos To Clarity

For Customer Elation, providing a high-quality customer experience isn’t just part of a business strategy—it is their entire business.

They offer customized call center solutions for insurance companies, medical practices, hospital systems and more. Whether they’re providing appointment scheduling and virtual receptionist services or taking after-hours patient calls, their agents aim to treat every caller how they would want to be treated.

“We’re confident we provide best-in-class customer service, but we’re not ignorant to the fact that there are other customer service organizations out there,” said Stan Weisser, General Manager at Customer Elation. “We need to ensure we’re on the cutting edge of quality to deliver on the promises we make ahead of other organizations.”

As Customer Elation has grown, their need for standardized, high-quality infrastructure has become increasingly important. Part of their growth came through acquiring more than 20 answering companies, which meant they had to balance different business structures alongside dozens of vendor relationships.

Weisser remembers daily life being “chaotic”—something always required his attention. They dealt with unreliable internet access and poor MPLS services in addition to high call rates on numerous 800 numbers, outdated time-division multiplexing (TDM) technology and recurring circuit issues. 

A Partner To Provide Much-Needed Upgrades 

Customer Elation needed to repoint their toll-free numbers away from DS circuits and onto their MPLS network. They also needed quality-of-life upgrades to ensure the best possible service for customers and internal teams.

These upgrades included:

• Adding NPS security to their services
• Upgrading their bandwidth at all locations
• Providing SIP services

Customer Elation evaluated multiple providers to provide visibility into their operations, but Lumen had the most extensive reach.

“I can go to one account manager and get information about the availability of circuits in Orlando, Phoenix, Seattle or New York,” Weisser said. “The size of our organization means we need a global company that can transcend the last mile carrier and deliver both speed and reliability.”

Resolving their problems as quickly as possible required several Lumen services, including Lumen® Dedicated Internet Access, Network Protection Service (NPS) and Lumen® IP VPN.

Saving More Than $1,000 Per Month

Once they adopted Lumen® Dedicated Internet Access to increase bandwidth, Customer Elation’s network—and operations—became more reliable, which helped Weisser sleep better at night.

They reduced the amount of after-hours work for their IT team, stress from clients and complaints regarding their ability to answer calls quickly.

“It reduced a ton of stress on me as a business manager and on all levels of our organization, specifically the IT folks that needed to reroute our data through different circuits,” he added.

Lumen also assisted Customer Elation in tracking down lost toll-free numbers, one of which was no longer accessible to customers. Thanks to the support of their Lumen customer success advocate, the company reinstated the missing number and reactivated it immediately. 

The company also saw significant cost savings. Their new Lumen network offers lower per-minute rates than a traditional IP toll-free provider, saving Customer Elation more than $500 per month on DIA services and just shy of $600 per month on MPLS services.

But perhaps Weisser’s favorite benefit of partnering with Lumen is the fast and high-touch customer service. With the help of Lumen, Customer Elation can maintain its promises at a price that scales as they do.

To hear more about how Lumen customers are benefitting  from network upgrades, check out our complete collection of customer success stories.

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Current Lumen customer compensated for their endorsement.

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