The Global Association for Contact Center Best Practices & Networking

Melville, NY, May 23, 2011 -- CosmoCom today announced that Hong Kong Broadband Network Limited (HKBN) has been taking customer service for their broadband subscribers to the next level using the CosmoCall Universe all-in-one virtual contact center suite.

HKBN’s commitment to providing exceptional customer service and support to more than 500,000 broadband customers is so strong that they established a dedicated Customer Engagement team to offer a one stop solution to customers, from telemarketing to handling billing and technical inquiries. HKBN set up a direct-access hotline powered by CosmoCom’s advanced skills based routing to ensure that subscribers can quickly reach the correct, highly-trained engagement professional anywhere in the provider’s network the first time, and that the specialist has the information needed to provide one-stop customer service.

With the Customer Engagement team fully-geared to provide the service of a dedicated account manager, HKBN is highly confident in this private bank style service and the CosmoCom contact center technology, so they launched a multi-faceted, high-profile awareness campaign across Hong Kong called "Service with Heart" to promote their customer interaction philosophy. Whenever a subscriber calls a dedicated line CosmoCall Universe interfaces with HKBN’s database and expedites calls originating from any registered phone number, saving the caller time and ensuring the best possible customer experience.

"We hope to spread "Service with Heart" DNA to the whole company, and therefore, this campaign is not only an external, above-the-line marketing exercise, but a genuine action from the hearts of all our Talents. We promote excellence in our team and are confident that CosmoCom’s call center platform provides the technology to back that up," shares, Mr. Herman Pun, Director – Operations Support of HKBN."In addition, CosmoCom’s quality monitoring and reporting capabilities help us to keep standards high during and after calls."

"HKBN sets the bar high for customer service and we’re very pleased that they put their trust in our virtual contact center technology to help them achieve their goals," said Steve Dellutri, CosmoCom’s Chief Technology Officer.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prweb.com

About CosmoCom:
CosmoCom, the global leader in Contact Center Consolidation 2.0, provides IP contact center technology for the largest and most complex enterprise requirements, consolidating multiple locations -- onshore, offshore, and home -- formal and informal agents, captive and outsourced operations, multi-channel, and multiple applications. Benefit from Consolidation 2.0 with CosmoCom technology deployed on premises or via top-tier service providers.