UK ISP Firenet has today announced a major new multi-million pound contract to provide all support services, including telephone, ticket and email support to all of 186k's 100,000+ end users.
The contract will look to manage 186k's direct customer base, covering the ISP brands of Mailbox, Elite Internet, IP Support, EzeeDSL, V21, EFH broadband, Freedom names, Real PopTEL, MINX, 186k Direct with many other ISPs owned and controlled by 186k.
Typically 186k has faced a degree of criticism from some consumers over its customer support quality and it's hoped that the new deal could change things for the better:
Alan Castle CEO of Firenet stated today, "We are extremely happy that we have won the contract, it is a worthy contract to supply services to our newest partner 186k, we are very proud of the association and will endeavour to place 186k on top where they belong".
He added, "This achievement will allow me to employ a further staff force within the company, and will be able to bring Firenet and their partners into 2010 with a support service that is second to none.
We were awarded this, because I feel our determination to help the customers has not gone un-noticed. Years have gone by, and most ISPs have disappeared, and Firenet are still here after 14 years of being an Internet Provider. 186k have noticed this."
Mr Dominic Marrocco, the owner of 186k said, "We are very excited about Firenet providing our end-user customer support, it will prove to be vital for our new converged product ranges coming out in 2008", "The new range of DSL products require a very focused resource to help support and satisfy convergence markets in Broadband, so after long deliberation we felt that Firenet offered our customers the best service we demanded for our customers."
Dominic continued "Many lessons in the sector have been learnt in 2007, the market is evolving with support becoming king and speed his chariot!, we continue to grow at a huge rate with several new acquisitions lined up"
186k recognise the importance of a UK based support centre and are delighted to provide this award winning support structure to its end user customer base, as many of its competitors continue to struggle with communications with off shore support centres whilst not providing their customers with the support they now demand, 186k, once again, lead the way, and with many more improvements planned over the coming year, 186k will be forging ahead and setting the standards for industry leading services and support.
Firenet were finally awarded the contract following major bids between other rival ISPs and well known support centres within the UK.
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