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Crosstalk with Select Telecom
Winter 2011
From the President's Desk

I want to wish everyone a very happy, healthy and prosperous new year. I’m sure many of us are glad to see 2010 go, although we did see signs of the economy slowly getting back to where it was 3 years ago. Let’s hope it keeps moving ahead – if there is anything that Select Telecom can do to help your company jump into high gear in 2011, please let us know.

In this quarter’s newsletter, we’d like to talk about service. At Select Telecom, we take customer service very seriously. Service is what separates Select Telecom from our competition, and who better to measure how we are doing than you, our customers! As you will see in this issue, we have completed surveys with many of our customers about how we performed when they put in a service request. We were very happy with the feedback, but are always looking for more ways to improve. If you have anything to add, please feel free to email me. I look forward to a great 2011 spent helping everyone with their telecom and IP needs.

Mike Durante
President –

Quick Tip: Find the Right Conference Call Solution
Are you overspending on your conference calling needs by using outdated external conferencing services and plans? Let’s do the math. If you are using a conference service 4 times per month for a 30-minute, 5-participant call at a rate of 25 cents per person per minute, that means you’re spending 4 x 30 x 5 x $.25 = $150 per month. In many cases, Select Telecom can supply an in-house conferencing capability using your existing phone line rates with the one-time equipment upgrade cost paying for itself in 6-10 months!

Bring these functions in house by adding a conference calling card into your existing system (if available), or we can provide you with a lower rate plan from one of the many voice carriers that we partner with. With a quick look at one of your conference calling invoices, Select Telecom can make some recommendations that could give you better control over your conferencing capabilities, reduce your costs and even provide you with enhanced feature like video or instant messaging. Contact us today to see what conference calling option might work best for you.

Anthony Durante, Installation Manager
Get to Know Select: Anthony Durante, Installation Manager

Every issue, “Get to Know Select” will feature a different employee sharing their experience at Select Telecom, along with updates about what’s going on at the company. Have a favorite employee you’d like to hear from? Email us to let us know!

This issue, our featured employee is Anthony Durante, Installation Manager at Select Telecom for over 15 years. Anthony’s day-to-day responsibilities involve overseeing all new installations along with Installation Manager Bob Waters. Anthony and Bob work together to make sure that the job is going well, and of course, he’s there to resolve the problem if anything goes wrong.

Anthony joined Select Telecom as our very first technician in 1995 – as he remembers it, “It was the year when the Yankees made the playoffs for the first time [since 1981], and then lost.” Continue reading...

Spotlight: Eye on Customer Service

“You guys are great!” “Right on the ball.” “Excellent across the board.” These are comments that anyone would love to hear about their company, but at Select Telecom, this is our bread and butter. Telecommunications are an essential part of any business. When a phone system goes down, every minute is another potential sale lost or an unhappy customer. That’s why Select Telecom strives for timely, effective and pleasant customer service 24 hours a day, 7 days a week to get your business up and running as soon as possible.

As a company that prides ourselves on best-in-class customer service, over the past six months Select Telecom has been diligently surveying customers after service calls to find out what went well and what can be improved. The results have shown that Select Telecom is meeting our goal of superior service.

“Honestly, you guys are great.” “Service guy was wonderful!” “I love this company.” Of 218 customers surveyed, 99% of respondents said that their experience placing their service order through the service department was “Excellent” or “Good” (with a full 80% – 175 customers – reporting “Excellent”). Only 9 customers (4%) said that Select Telecom did not meet the scheduled time for their appointment and all but 2 of those customers said that Select Telecom contacted them in advance to let them know that our technician would not arrive at the appointed time.

Our technicians also received high remarks, with many techs receiving more than one compliment from our customers. “Bobby was wonderful!” “Chris is a great tech.” “Eddie is excellent.” “Anthony made my day!” “You can use me as a reference and I will tell everyone how great Mike Rocks is.” 98% of 218 respondents rated their technician’s overall knowledge of the problem as “Excellent” or “Good” (with 173 people – 79% – reporting “Excellent”) and 99% rated their technician’s courteousness as “Excellent” or “Good” (with 89% – 194 people – responding “Excellent”). Continue reading...

This newsletter is intended to help all of us at Select Telecom keep in touch with our valued customers. You were added to this mailing list as one of those customers, but are welcome to opt out at any time.

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