Optus has taken home two global awards for its use of social media and call centre solutions at the recent Contact Centre World’s annual global award ceremony.
The company won the Best Use of social Media: outstanding focus on Customers and Best Technology Innovation – Internal Solution: customer call back awards at a ceremony in Las Vegas.
Their social media team were commended for a strategy which has led to it achieving 90 per cent first contact resolution and 85 per cent response rate within an hour.
Optus vice president, customer relations, Gus Cerezo, said the awards acknowledged two areas where the company was making it easier for customers to contact us – through social media and through customer call back.
“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,” he said.
This technical innovation 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.