The Role of Culture in Delivering World-Class Customer Service - TELUS International Europe

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  • The Role of Culture in Delivering World-Class Customer Service

    In this joint presentation, global technology companies Google alongside our colleagues from TELUS International, discuss the role of culture in rallying agents and transforming customer service.

    In this session, Peter “Scotch” Scocimara from Google Enterprise and Jeffrey Puritt, President of TELUS International explain

    – how to drive and sustain a customer-service culture including how to inspire “extra-mile” agent performance

    – how to create a culture with meaning

    – how to hire and retain the next wave of Millennial talent

    – the value of using social and collaborative tools in the workplace

    – the importance of finding and selecting the right partners to bring your culture to life

    The representatives of Google and TELUS International explained “the value of values” in retaining and motivating the best people to deliver excellent customer service. Both TELUS International and Google share similar values and beliefs that are communicated in their teams on regular basis. For them those values are the building blocks for great customer-service culture.

    Download the presentation to learn best practices from Google and TELUS International!

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In addition to our Six Sigma focus, our commitment to best practices includes ITIL V3 compliance and ISO 20000:2011 certification.

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Team member quote

“We consider our client a partner. As a result, we’re always looking for ways to improve the game. We proactively share our analysis on CSAT, player feedback and client policies. Significant changes have been made as a result of our input.”

TELUS International operations team member