Recognised for commitment to customer service and community contribution
Last night Optus won two awards at the 2014 ACOMM Awards, jointly presented by the Communications Alliance and Communications Day.
The eighth annual ACOMM Awards acknowledged excellence among communications industry participants, including service providers, content providers, carriers and technology partners.
Optus was recognised for its commitment to customer service and community contribution.
Commitment to Customer Service – Consumer
Improving advocacy by reducing complaints has been a focus to deliver on Optus’ customer commitment.
Optus won the award for Commitment to Customer Service with its approach to complaint handling, which included the use of an analytics tool that helps efficiently manage complaints to its call centre. The tool records customer calls, detects whether the customer has a complaint and sends alerts to supervisors to ensure no complaints go unresolved. It’s also used for training and coaching purposes for call centre agents.
Gus Cerezo, Vice President, Customer Operations, Optus, said, “At Optus, our number one goal is to make things better for our customers by providing brilliant service. This award acknowledges the hard work our customer relations group has done to deliver an excellent customer experience.”
Community Contribution
Optus’ CSR initiatives bring tangible benefits to local communities.
A highlight is the Optus Digital Thumbprint program, which won the Community Contribution award. Offered free to secondary schools, Optus Digital Thumbprint is an education program that teaches students the advantages of a positive online presence whilst arming them with the facts they need to stay safe online.
Helen Maisano, Associate Director Corporate Social Responsibility at Optus said, “Optus values the community and brings benefits to it by empowering and informing the next generation of Australians. We’re educating students to be savvy and stay safe online in a fun and engaging way, and it’s exciting that this award recognises the impact and achievements of the Optus Digital Thumbprint program.”
Media contact:
Claire Wong
Optus Corporate Affairs
(02) 8082 7850
More from Optus
Customer Service
About Us
Connect with us
