A quality Customer Service function can:
- Quickly detect the cause of issues
- Quickly resolve issues
- Provide contacts which are directly able to resolve issues
- Provide people who take responsibility for issues they create,
- And keep their promises
- And communicate clearly
In an International Company serving operators globally Customer Service needs to be very focused.
For the first time ROCCO is asking Operators to rate Vendors specifically on Customer Service specific KPIs and has included over 100 Vendors in the field of Roaming or Interconnect for Operators to choose from.
KPIs are over three themes, Care, Capability and Quality and include such topics as:
- They provide consistent personnel who understand my business
- They take responsibility for issues they create
- They have the wow factor
Operators have the chance to confidentially select as many Vendors as they like and answer simple but insightful questions into the performance of the Vendors they choose.
Operators who take part will receive a free Executive Summary report into the Top 50 Vendors ranked in order of performance from all the feedback given by Operators from across the world. A great chance for Operators to give their view and for Vendors to understand in what areas they could improve.
Operators who take part are also entered into a competition to win Apple Watches. Not bad for a few minutes work.
Often its hard to know which Vendors perform well in Customer Service. Imagine how useful it will be to have other Operators opinions about Vendors you use and to see how Vendors you are interested in are performing.
To take part simply follow this link, you won’t regret the few minutes it takes you to give your opinions and have a useful report to help your business strategically and to show your business colleagues.