Upcoming events
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Customer Experience Management in Telecoms
Feb 14 - Feb 16, 2012
Event Details
Miami, Florida
Customer Relations Management (CRM), Contact Center
At TELUS International, our award-winning customer care revolves around continuously improving customer experience. Whether via voice, email or chat programs, our highly skilled agents are committed to ensuring customer satisfaction.. Our clients have recognized TELUS International for implementing innovative processes that exceed key performance metrics.
Our customer care services :
- General inquiries
- Billing inquiries
- Payment processing
- Product information
- Account activation status
- Applications/order processing
- Delivery status
- Disputes handling
- Missing, wrong, and damaged goods
- Returns
- Services support
Will your customers recommend you to others?
Contact center outsourcing strategies can be very effective at reducing price points. But how do you find an outsourcing partner to deliver differentiated, brand-building solutions that result in a competitive edge?
Consider the experience of a large service provider in the United States. Key to the client's success was the likelihood that their end-customers would recommend them to family and friends based on their experience dealing with the company/call center representative. Called the Net Promoter Score (NPS), TELUS International was tasked to drive up this metric by means of a Six Sigma project. After a Voice-of-Customer analysis and action plan to address top negative drivers, the NPS score increased by 13%, exceeding the client's target and making TELUS International the top performing site of all outsourced vendors.
