EarthLink Picks ClientLogic for Customer Service

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Internet service provider Earthlink Inc. has selected ClientLogic Corp. to provide customer support to its approximately 5 million subscribers via phone and e-mail, the companies announced yesterday.


Terms of the contract were not disclosed. ClientLogic estimated that EarthLink customers will generate more than 200,000 new calls and e-mails to its contact centers monthly.


ClientLogic, Nashville, TN, has about 400 telephone agents dedicated exclusively to EarthLink customers. The agents must be trained to provide answers to a wide variety of customer questions because of disparities in computer- and Internet-user experience among EarthLink subscribers.


ClientLogic will supplement EarthLink's internal customer support staff, which handles about 3 million calls a month. Some 65 percent of EarthLink's staff deals directly with customers.


ClientLogic has facilities in 55 locations in 11 countries in North America, Europe and Australia. The company's clients include TiVo, National Geographic Television, Zales.com and Sony Corp.


Earthlink is based in Atlanta.


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