RALEIGH, N.C. (Sept. 4, 2018) – NeoNova, a division of NRTC and leader in network technologies and help desk services for regional ISPs, today announced a new partnership with Cronin to add customer service training for affiliates and internal staff.

Customer service representatives (CSRs) constantly interact with customers, provide information about products and services, take orders, respond to complaints, offer technical support, and much more. Proper training is crucial to ensuring the best customer experience. NeoNova chose Cronin to teach both their affiliates’ CSRs and their own on-staff agents how to better serve customers and how to recognize opportunities to convey additional value.

“NeoNova is and has always been about customers first and foremost. Our amazing customer service staff is 100 percent invested in providing the knowledge, care and support they deserve, and we know our affiliates feel the same way,” said NeoNova CEO Jason McGinnis. “We are excited to work with Cronin to take that customer experience to even higher levels.”

NeoNova offers fully-branded customer support that acts as an extension for hundreds of ISPs throughout the country. Whether an affiliate is looking to supplement technical support, expand it to non-peak hours, or completely outsource it, NeoNova’s highly-trained, U.S.-based call center agents take care of customers just like they would, 24 hours a day, 7 days a week, 365 days a year. Dedicated, experienced agents offer high first-call resolutions, minimized hold times during peaks and outages, reduced call lengths, and the ability to cross-sell and upsell.

Cronin provides a variety of expert consulting services to the telecommunications industry, including training, research, marketing, and business planning.

“At Cronin, we are a hardworking group of experts obsessed with exceeding expectations and helping clients excel through training, market research, and special projects,” said Cronin President Tim Owens. “NeoNova is one of the top organizations in the ISP services market today. We look forward to working with them to enhance the already top-class skill sets of their agents and their affiliates’ CSRs.”


About NeoNova
Founded in 1999, NeoNova currently provides 24x7x365 technical support, NOC monitoring, network engineering, and revenue-generating services for over 260 Affiliates serving more than 1,000,000 subscribers across 46 states. Backed by the rock-solid foundation of parent company NRTC, NeoNova drives revenue growth and churn reduction by delivering scalable technology and personnel services. Our narrow focus on rural service providers means we understand the unique challenges and needs of their businesses and customers. Our consistent 98%+ renewal rate attests to the value we deliver to our customers. Visit www.neonova.net, Facebook, LinkedIn, or Google+, and follow @NeoNova_NNS.

About Cronin
Cronin is a leading management consulting firm, serving the telecommunications industry. Since 1989, Cronin has been turning complex business issues into opportunities. We have worked with hundreds of telecommunications providers throughout the United States and are a chief resource to national, state and regional telecom associations.

Editorial Contacts
Robert Buchko: NeoNova Network Services: 919.628.4232 or rbuchko@neonova.net
Noah Garrett: NGC Communications for NeoNova: 252.423.1277 or noah@thinkngc.com
Tim Owens: Cronin: 202.232.1107 or towens@cronincom.net

Keywords and Tags
NeoNova, Cronin, CX, Customer Service, CSR training, leadership, sales, networking, technology, news