Right now, the Big Red is currently deploying FlexFlow, a new system that should help immensely in expediting customers’ transactions in the wireless carrier’s retail outlets. According to David Small, executive vice president of wireless operations at Verizon Wireless, the FlexFlow system is being rolled out to all of the company’s sales staff at its stores, with the overall goal of achieving better efficiency in addressing customers’ needs in real time.
It was recently revealed by the biggest wireless carrier in the United States that Small will transition from leading Verizon’s wireless division into heading the company’s worldwide Wireline Network Operations (WNO) business. This came to be because of the appointment of Ronan Dunne as the chief executive officer of the Big Red’s wireless division.
In a recent tech conference, Small shed some light on how the FlexFlow system was developed. Small and his team started by doing routine interviews with various employees stationed at Verizon Wireless’ retail outlets across the US. By doing this, Small was able to collect some information on what works for sales staff and what does not in terms of servicing customers. A few years back, Verizon decided to equip its retail sales forces with tablet devices. The FlexFlow system is now an update to that effort, with the same aim of reducing customer transaction times.
Apart from the FlexFlow system, Small indicated that Verizon Wireless is also looking to further fine tune its call center response times. He hinted that in 2015, the Big Red was able to reduce its average handle time by about 1 minute and 15 seconds year over year. This improvement can be attributed to Verizon’s streamlining of its automated interactive voice response (IVR), plus its efforts to upgrade the hardware being used by its customer service representatives.
As mentioned earlier, Small had worked as the executive vice president of Verizon’s wireless division before recently shifting to the carrier’s Wireline Network Operations. Before accepting the EVP position at the Big Red, Small was chief executive officer of O2 UK for eight years before deciding to work for Verizon earlier this year. Now as the head of Verizon’s Wireline Network Operations, Small is tasked with overseeing the carrier’s wireline networks including the continuous development and deployment of One Fiber, which aims to leverage common wireline and wireless fiber assets across Verizon’s business. Small is taking the former position of Bob Mudge, who will now head both the integration planning and execution of XO Communications, plus the effort in the city of Boston to establish a FiOS foundation that should help usher in Verizon’s 5G ambitions.
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