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Cincinnati Bell Inc. is adding more than 300 universal call center agents who are based in Greater Cincinnati, and who are trained to handle every problem a customer might encounter after installing new or upgraded services from Cincinnati Bell – whether it’s a technical issue or a billing question.
There are currently more than 100 locally-based universal call center agents assisting Cincinnati Bell customers – up from 20 at the start of 2016. The number of universal call center agents is growing every month and complements Cincinnati Bell’s team of call center agents who are based overseas.
Cincinnati Bell’s investment in adding locally-based universal call center agents comes as the company continues to build out its fiber network, which supports its high-speed Fioptics Entertainment, Internet and Voice services. Fioptics is currently available to 64 percent of the region, and Cincinnati Bell plans to continue growing its fiber footprint in 2017.
“Improving the customer experience is a strategic priority at Cincinnati Bell, which is why the team of universal call center agents is being expanded,” said Christina Toebbe-Neises, Vice President of Call Center Operations at Cincinnati Bell. “We are also pleased to be involved in the creation of new jobs in Greater Cincinnati to further support our customers.”
Cincinnati Bell’s investment in fiber supports the growing Internet of Things trend, which has seen an increasing number of homes with a broadband connection feature at least one smart home device. Cincinnati Bell offers a suite of smart home devices in its eight retail stores across Greater Cincinnati, including the eero inc. whole-home WiFi system; the Amazon Echo; and the Ring Video Doorbell Pro.
“We are entering a new era in broadband connectivity, and Cincinnati Bell is excited to help our customers maximize their Fioptics services,” said Tom Simpson, Chief Technology Officer at Cincinnati Bell. “We are creating a powerful customer support platform through our investments in locally-based universal call center agents, and through the technical expertise our retail store employees provide to customers purchasing smart home devices.”
About Cincinnati Bell Inc.
With headquarters in Cincinnati, Ohio, Cincinnati Bell Inc. (NYSE:CBB) provides integrated communications solutions – including local and long distance voice, data, high-speed Internet and video – that keep residential and business customers in Greater Cincinnati and Dayton connected with each other and with the world. In addition, enterprise customers across the United States rely on CBTS, a wholly-owned subsidiary, for efficient, scalable office communications systems and end-to-end IT solutions. For more information, please visit www.altafiber.com.
Cincinnati Bell Inc.
Josh Duckworth, +1 513-397-2292
Josh Pichler, +1 513-565-0310
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