Totelcom on How Pivot Transformed the Telco’s Business, Culture and Customer Experience

Totelcom, a telecommunications company in De Leon, Texas, was once known as simply the “local telco”. But as it faced increasing competition, the sibling duo who lead the company, Jennifer and Michael Prather, realized they needed to make some changes. They turned to Pivot, an NRTC company, for help.

After some call coaching training, Pivot began the process of overhauling Totelcom’s branding, website, and customer experience. The process transformed the company in many ways, apart from enhancing their business. Interactions with customers have completely changed, and Totelcom even began making changes in their hiring processes to ensure new employees were a good fit for their new culture.