Optus has been recognised as world’s best for Best use of Social Media and Best Technology Innovation at the recent Contact Centre World’s annual global award ceremony in Las Vegas. After winning gold in the Asia Pacific region earlier this year, Optus went on to snag the global awards last week for:
- Best Use of Social Media: outstanding focus on customers
- Best Technology Innovation – Internal Solution: customer call back
Mr Gus Cerezo, Vice President, Customer Operations, Optus, said, “At Optus, our number one goal is to make things better for our customers by providing brilliant service. These awards acknowledge two areas where we’re making it easy and convenient for customers to contact us – online through social media and on the phones through customer call back.”
Best Use of Social Media in a Contact Centre
Optus’ social media team was commended for its social media strategy that has led to increased customer satisfaction. The team has achieved 90% first contact resolution and 85% response rate within an hour.
“As customers increasingly turn to social media to get their questions answered, it’s important we respond quickly and accurately. We see many of the same people come back to us, which allows us to create a strong relationship with them,” Mr Cerezo said.
Best Technology Innovation – Internal Solution in a Mega Centre
This award was given for building the Optus Customer Call Back solution completely in-house. Customer call back offers customers a return call option instead of having to wait in the queue during busy times. If a customer needs to get in contact after hours, they have access to a feature where Optus will call back the next business day at a nominated time.
“Customers shouldn’t have to worry about fitting us into their busy lives. It’s important that we provide choice for people who want to speak with us but don’t have time to wait or call during our normal hours. This is just one of the ways we’re hoping to become Australia’s most loved and recommended service brand,” Mr Cerezo said.