Today, Ikano has about 120 customer service employees. Because of this recent growth the company has made significant investments in its call center. Moving On Up In July 2000, Ikano opened a new 30,000 square foot customer service and technical support center, five miles from the company's headquarters in Salt Lake City. Previously, the call center was located within the same building as the headquarters. We're only using about a quarter of the space but eventually we'll be able to house over 1,200 agents, says Todd Krause, Ikano's customer service director.
Agents work in teams according to their skills.
Each team consists of a maximum of ten agents and a supervisor who oversees the group. Some examples of teams include DSL and ISDN support, Web support, support for Spanish-speaking customers and a team that signs up new members for service. The lion's share of the customer service calls that we receive are from people signing up for basic ISP service, says Krause. We also get calls from people who have problems connecting to the Internet or who have problems with their e-mail accounts. Ikano receives between 35,000 and 40,000 calls a month.