Optus recognised for excellence in Customer Service, Innovation and Community Contribution
Optus’ commitment to customer service, leadership in innovation and contribution to local communities were all recognised last night as it won three major awards at the 2012 ACOMM Awards, jointly presented by the Communications Alliance and Communications Day.
The sixth Annual ACOMM Awards recognised excellence among communications industry participants, including service providers, content providers, carriers and technology partners.
Optus demonstrated excellence in the Consumer Commitment to Customer Service category with Web Chat – an innovative customer service offering managed by a dedicated team who interact online with customers and resolves their enquiries in a live chat environment. Web Chat provides a greater level of convenience and control for customers seeking assistance with their products and services and delivers a personal, proactive approach to first contact resolution.
Vicki Brady, Managing Director of Customer, Optus said, “Optus is delighted to receive the Consumer Commitment to Customer Service award. Optus is focussed on making our customers the centre of everything we do. This win is an acknowledgement of a great step towards this by enabling our customers to interact with our fantastic service team in a way that best suits them.”
“We want to make it easier for our customers to do business with us and chat capabilities are one way we can better connect with our customers. Chat engagement with customers increased by more than 600% between April 2011 and February 2012 and the service team have increased their chat engagement to almost 34,000 customers each month compared to 4,000 customers a year ago.”
“Given the success so far, we anticipate this channel will continue to grow as we strive to reach our customers in more innovative and effective ways,” Ms Brady said.
Optus’ was recognised for its leadership in innovation winning the Large Innovation Award for its 3G Home Zone product.
The innovative Femtocell technology was an Australian first when it launched in July 2011. The product offers personalised 3G mobile coverage to the home or home office combined with a great value unlimited standard national call offer. The device plugs into any compatible fixed broadband service delivering up to five bars of personalised and dedicated mobile coverage for up to four simultaneous users.
Michael Smith, Managing Director of Marketing at Optus said, “It is great to be recognised for a great customer solution that covers two really important solutions, mobile coverage and great value. This win is an acknowledgment in our drive to deliver new products and services to help our customers stay connected, receive dedicated coverage and, in the process, pay less.”
“Given the great customer feedback so far, we anticipate this great device will continue to grow as we strive to meet our customers’ needs in more innovative and effective ways,” Mr Smith said.
Optus also took out the award for Community Contribution, being recognised for its “Make Cyber Space a Better Place” national campaign, in partnership with Kids Helpline. This featured education packs, ready-made lesson plans, projects and animated case studies aimed at assisting young people with the safe use of technology. The pack was distributed to more than 10,000 primary and secondary schools last year, targeting years 3 to 6, 7 to 9 and ten to twelve.
Helen Maisano, Optus Corporate and Social Responsibility Manager said, “We are proud to receive the Community Contribution award and be recognised for our involvement in helping communities have a positive impact in society. We have a longstanding relationship of more than ten years with Kids Helpline and continue to work together to tackle cyberbullying and ensure our young Australians stay cyber-safe.
Media contact: Dianne Edwards Optus Corporate Affairs Tel: 02 8082 7850
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