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News : Telecommunications Industry in Brazil the Lowlight in Customer Service
Rio de Janeiro, Brazil, Oct 5, 2015 -- Once again the telecommunications industry in Brazil, including fixed and mobile telephony and pay-TV, was the lowlight in the Exame/IRBC ranking of customer services.
The average grade of companies in the segment was 52 out a total of 100 - the lowest in the survey. The highest ranking sector, which was cosmetics, reached 79. On the average, call centre services left much to be desired.
Customers who called Brazilian companies took nine minutes to be served, compared with two minutes in 2014. In the telecom sector, though, the duration was twelve minutes. The survey also found that customers of pre-paid lines, which are less profitable, suffer much more than the customers of post-paid plans. This was observed by IBRC among all four major operators, Claro, Oi, TIM and Vivo.
Posted by Veronica Silva Cusi, news correspondent
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IBRC is the Instituto Brasileiro de Relações com o Cliente (Brazilian Institute of Relations with the Customer).
StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order management and provisioning, customer care, technical support, receivables management, and more. We offer clients a variety of multi-channel customer interaction capabilities including voice, chat, email, IVR and back-office support. Headquartered in Denver, Colorado, StarTek has delivery centers onshore, near shore, offshore and virtually through its StarTek@Home workforce.
Published: Tuesday, October 6, 2015