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Uecomm boosts telco service image
Telecommunications help desks often get a bad wrap when it comes to their customer service delivery. Yet it’s not all doom and gloom for
Leading next generation networks provider and Optus subsidiary Uecomm, has been recognised at the annual Australian Service Excellence Awards for its Service Excellence in a Help Desk category – winning the Victorian state award and receiving a Highly Commended for the national award, second to HP/EDS.
Operated by the Customer Service Institute of
Uecomm’s Acting CEO and Director of Technology, Ian Noble, says this recognition is important to Uecomm and its team of dedicated staff, as a means of demonstrating the value of the consistently high service they provide to customers.
“Any business can get carried away with talking about being customer-focused. We have actually embedded customer service into every level of our organisation, from recruitment to reward and recognition programs.
“Our Network Operations Centre (NOC) is the foundation of our customer experience and we’ve taken all measures to ensure that this first point of communication is in line with our commitment to customer service.,” said Noble.
According to Noble, the NOC is a key differentiator for Uecomm and a major driver for customers seeking a telecommunications partner.
“Our NOC is not a call centre; rather a 24/7 service centre for all customer needs. It’s manned by qualified engineers which means that when a customer calls the NOC, more than 80 per cent of issues are fixed by the person who takes the call.
“When you’re in the telecommunications industry, your customers are dependent on your service delivery. If they’ve got an issue with their communications, it needs to resolved in the shortest possible time. That’s why we invest in our NOC.”
In 2008, Uecomm was also recognised in the ACOMM Awards for Commitment to Customer Service by a large organisation, following Uecomm’s investment in a strategic 12-month review to embed the organisation’s ‘customer mantra’.
