News : Optus Crowned Social Media King
Nov 26, 2013 -- Singapore Telecommunications Limited (ASX:SGT) Singtel-owned Optus has been crowned the global king of social media customer service at the international contact centre awards in Las Vegas.
Top Ranking Performers in the Contact Center World – Best in World, met, shared ideas and the best were voted for by judges at this event hosted by ContactCenterWorld – The Global Association for Contact Center Best Practices & Networking. Contact Center World is a global organisation that recognises and rewards best practice in customer service throughout the world.
The telco won two prizes at the event: best use of social media prize and a technology award for the best call centre solution.
The win comes after Optus took out the Asia Pacific version of the awards earlier this year.
In terms of social media use, Optus was commended for achieving a 90 per cent first contact resolution rate, and responding to 85 per cent of enquiries within one hour.
With Optus’ contact centre work, it deployed a system that gave customers the option of receiving a service call from Optus rather than having to wait in a call queue.
For more information on how you can take part in this prestigious and sought after awards conference delivering the best in the industry visit https://www.contactcenterworld.com/worldawards/ for the 2013 conference information. You and your company can learn from industry leaders on how to increase performance and productivity, avoid HR challenges, improve customer service and much more. Don’t miss out on this amazing learning and networking opportunity!
Posted by Veronica Silva Cusi, news correspondent
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SingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.
Published: Wednesday, November 27, 2013