High level of customer service of “Kcell” JSC has once again received international recognition. At Crystal Earphone® competition “Kcell” company became the winner in two categories – “Best Customer Self-Service Practice” and “Best Customer Service Practices in Social Networks”.
Crystal earphone® is a program for nomination of best practices in the field of customer service of Call Center Guru Professional Community*, which has existed since 2005. 270 projects from more than 100 contact centers in Russia, Ukraine, Kazakhstan and Belarus participated in the project this year, which is the highest number in the 12 years that it has been held.
In order to take part in the competition, applicants were required to write an essay about their achievements in the industry of customer work. Candidates with the best works were shortlisted out of 180 participants. After the list of finalists was announced based on the results of monitoring visits and evaluation of essays defense, the jury from among directors and senior managers of contact centers, voted and determined names of winners of the program in 33 major and several additional categories. “Kcell”’s team was awarded as the best in two main categories – self-service online and on social networks service.
There are only 6 people working in “Kcell”’s group that works with the Internet and content providers, who every day communicate with more than 370 thousand subscribers on “Kcell” corporate pages in 6 major social networks and are responsible for 15 local Kazakh forums. Response time to a user request on corporate pages is up to 15 minutes, where in 74% of cases experts begin to process requests in less than 10 minutes. In a twenty-four hours period this group processes, on average, more than 400 subscribers’ inquiries related to network quality, services and products. This is also facilitated by customer self-service tools – Kcell and activ-navigators, personal accounts on official websites, mobile applications – MyActiv, MyKcell, as well as virtual consultants on Kcell and activ websites. By the way, virtual consultants facilitate the work of “live” operators by 70%, while at the same time subscribers’ flow-in to websites increased by more than 40% of all visitors to the official company websites.
“A double win of the prestigious Crystal Earphone® Award is a significant achievement, which at the international level confirms the high level of services provided by our company to its subscribers. I thank the Internet group for the initiative, proactivity and love for their work, as they have led us to such a high professional recognition. Our customers will always be the main value of our company, therefore, the focus on servicing them in compliance with the highest world class standards will be the key aspect of our business strategy”, – said Artie Ots, CEO of “Kcell” JSC.
As a reminder, in November 2015 “Kcell” has become the first mobile operator in Kazakhstan, which gained the status of an international standard service contact center, as it underwent independent professional certification for customer service business processes and staff audit at the International Contact Center Certification Institute. Customer Support Service of “Kcell” has become first in the Central Asian Region to receive the certificate of this Institute.
* Call Center Guru Professional Community is a professional community in the industry of contact centers and remote customer service. It unites more than 9,000 business leaders and experts from more than 1 000 contact centers in Russia, Ukraine, Kazakhstan and other countries in the region.