What does putting customers first mean to you?
July 28, 2016
We recently asked some of our team members and partners, what does putting customers first mean to them, as part of one of the rubrics in the premier issue in our Customers First magazine. Here’s what they shared.
“I think of customers not just as people calling us to buy a product, but as men and women with real problems, seeking solutions. That’s why I do my best to put myself in their shoes. Usually it’s not difficult, because we’ve all been in similar situations, hoping to receive not only the service that we pay for, but also understanding and sympathy. Nothing beats real human interaction.”
Danail Pavlov, Customer Support Agent.
TELUS International Europe, Bulgaria.
“It means bringing added value to our partners’ business, by acting as their advocates and being constantly proactive in providing feedback and suggestions on how to drive excellence in customer service.”
Adriana Alecu, Operations Manager.
TELUS International Europe, Romania.
“In my view, it’s about a few key things: 1) aligning our business culture to the ever-evolving needs of our customers; 2) making sure that our key business accomplishments showcase what we have achieved for our customers; and 3) that we – as leaders – remove the road blocks that affect our customers’ needs and/or strategies for success.”
José Calderón, VP, Operations.
TELUS International Central America, El Salvador.
“It permeates everything we do. Customers experience it in our transparent sales process, in how we onboard and support them, and in the expert engineers we’ve hired. We call it ‘DizzionCare,’ and it means listening first and doing the right thing by our customers. It’s not just solving problems but using technology to help grow and improve our customers’ business.”
Chris Horning, Sr. Client Relations Manager.
Dizzion (virtual desktop and cloud solutions).
“Our Customers 4Life program leads our culture to develop long-term relationships with customers. We focus on three main areas – Operational Improvements to make interactions easy, convenient and accurate; Communications that inform, engage and invest our customers and employees; and Education that articulates the “Customers 4Life” behaviors expected in each organizational role. By partnering with our customers for their long term success, we earn the right to do business with them!”
Nancy Porte, VP, Global Customer Experience.
Verint (speech and text analytics).
“For me, it means striving to build healthy relationships with customers by identifying their needs and providing the best possible experience. Another thing is passion. If you love what you’re doing and if you always put the customer first, the customer will feel that – and you will have a successful relationship.”
Annica Ronquist, Head of Global Customer Operations and Services.
Teleopti (workforce management solution).
In January the leading global management consulting firm A.T. Kearney issued the seventh edition of the Service Location Index. The Index draws a global outsourcing landscape based on metrics in three major criteria: financial attractiveness, people skills and availability, and business environment, measured for each of the 55 countries included in the research.In January the leading global management consulting firm A.T. Kearney issued the seventh edition of the Service Location Index. The Index draws a global outsourcing landscape based on metrics in three major criteria: financial attractiveness, people skills and availability, and business environment, measured for each of the 55 countries included in the research.
A tremendous customer service opportunity has emerged with the adoption of social media by consumers and the ability for companies to effectively listen to and track conversations about their brands. At TELUS International Europe we call this activity “social care,” and it’s defined as the efforts employees make through social media to care for customers.
It has become increasingly difficult for game developers to generate and sustain brand loyalty. While technological advances and the proliferation of social media have generated more real-time interaction with players, it is important not to overlook the importance of player support, or to underestimate its powerful influence on brand loyalty and a player’s likelihood to recommend.
A common trend among organizations nowadays is working with a number of service providers in order to address their contact center requirements. The main reasons in support of this practice are the access to scale and capabilities including languages and geographic market access, competitive tension, flexibility, and risk management.
The world is changing faster than ever before as the population has been growing exponentially and the impact of our actions is felt not only stronger, but also in more and various ways. Populations’ footprint and irreversible impact has various implications for businesses in terms of their corporate social responsibility (CSR) policies as businesses possess not only the human, but also financial capital to be at the forefront of initiating and delivering socially responsible activities.
Multilingualism is the ability of a community of speakers to use multiple languages. In Romania, multilingualism is one of the assets that attract large foreign investments, particularly for the call center and BPO industries. The contact center industry in Romania has been growing rapidly over the past 10 years – as of 2013, it employs over 30,000 people.
In today’s global business environment where customer diversity and global operations are increasingly common, call centers need to offer some level of multilingual support to remain competitive. Multilingual support allows call centers to continue servicing their existing client base while also going after new business opportunities and generating additional revenue.
As Generation Y customers, those born between 1980 and 2000, are heading towards their peak earning years, controlling and influencing a lot of spending it is crucial to factor them in your customer service equation. We offer you 5 simple best practices to follow in your customer service to the Gen Y customers in order to make them your loyal customers and enlarge your customer pool.
What do ninjas, pigs, titans, batman and a soiree have in common? Nothing? Think TELUS International Europe style. What unite them are the members of TELUS International Europe powered by TELUS who epitomized the spirit of those creatures at the annual admin teambuilding of the company. The event took place in the old town of Tryavna, situated in the north slopes of the Balkan range in central Bulgaria. All admin TELUS International Europe from Sofia, Plovdiv, Bucharest and Craiova gathered together on June 21 in the town of Tryavna for the annual administration teambuilding, where their teamwork, intellect, creativity and initiative were tested.
Corporate culture is currently more and more viewed as a crucial factor for employee’s performance, satisfaction and turnover, thus affecting the quality of customer experience. In regard to the importance of corporate culture we want to point your attention to an article written by Carolyn Crews, senior vice-president at our partners TELUS International. The article was originally published on customer Think blog and gives insights and best practices on the “right” corporate culture.