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Left to right: Adam Montgomery – Global Project Executive, Ellen Jane Garcia – Dvo Site Director/Netgear OPS Director, Ramil Cabaces – Delivery Leader
Every year Netgear holds a summit to award its vendors for exemplary service. At this year’s annual Netgear Summit in Hong Kong, we swept the awards, edging out all our competitors. We won the most number of awards, including the following:
To win these awards, we had to be the top performing center for the entire year of 2015, and achieve stellar performance in customer satisfaction (CSAT), first call resolution (FCR), net promoter score (NPS) and customer effort score (CES). This was definitely a big win not only because of the number of awards received but the fact that we were handling support for one of the toughest customer line for Consumer Business Products for Level 2 and 3.
In 2015, we collaborated with Netgear to help them transition their customers from phone to online support. We were able to employ a very effective bubble-up process and promoting knowledge-based articles for the customers to use instead of calling our support hotline. Because of these innovations and commitment to excellence, we have become the priority provider for consumer products support, including new product launches and specialty support for both consumer and retail business line.
Congratulations to the Netgear Consumer Business Unit Team for their outstanding dedication, creative innovation and superior performance in 2015.
Source: https://www.concentrix.com/concentrix-sweeps-netgear-summit-in-hong-kong/
Publish Date: February 2, 2016 5:00 AM |
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