A while back we were given the opportunity to hire a number of experienced customer service representatives who were looking for new positions. Why? Because their jobs were eliminated when their employer and our competitor -- WOW -- closed one of their local call centers.
Did you know that when you call Insight, you usually are talking to one of your neighbors? Insight maintains customer call centers during the business day and into the evening in virtually all of our districts. Even after hours and Tier 2 calls don't travel very far. They land nearby in Louisville, KY. With the occasional exception when we have special call volume needs, we keep your business close to home.
We know that customers have a choice when they decide where to get their video, broadband and phone service. At Insight, it is a core company value that we continuously reinvest in the communities where we conduct business. Unlike virtually all of our competitors, whether they are a cable or satellite company, a phone company or an ISP, we don't ship your calls off to a foreign country or halfway across the nation. We take care of you right at home, where you live.
The dedicated men and women who work in our districts know how our customers, who are also their neighbors, are feeling about our service. They are as personally invested in us as they are in their community. When we need to improve something or change something -- and they're not shy about telling us -- we hear about it.
They also are not shy about telling us that the quality of our service is very important to them. When they show up at the supermarket or a little league game, they want to be proud of wearing a shirt with their company's logo on it. And we want them to be proud.
We simply don't buy the theory that companies save that much money by centralizing their operations. I've seen those consultants' reports that "prove" me wrong but my instincts tell me that their spreadsheets don't take into account the importance of being local.
So, next time you call our office, say "Hi" to one of your neighbors who answered the phone and is helping you out.