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Samsung and Competence Call Center AG

How to EnterCompany: Competence Call Center AG, Headquarters, Vienna, Austria
Company Description: Competence Call Center is one of Europe’s leading call centers. At 10 locations in 7 countries, more than 4,000 service professionals provide top quality international call center services. CCC is a financially strong, rapidly expanding company with a clear focus on quality.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year

Nomination Title: Samsung and CCC

Tell the story about what this nominated team achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Competence Call Center has been supporting Samsung Electronics from Berlin, Dresden, Vienna and Zurich since 2011.

Following the needs of Samsung, CCC pro-actively built up a totally new location in Dresden to provide enough space. During the ramp-up phase an interim office was established in only 4 weeks. In 2012 we moved to the final office. In one year the CCC HR Team recruited almost 300 employees for Samsung. Currently a team of 280 people are delivering 1st and 2nd level support in 3 languages for customers in Germany, Austria, Switzerland and Slovenia:

5.000-7.000 Calls/day
1.000-2.000 Incoming E-mails, Letters, Fax/day
300-500 Live Chats/day. Will be expanded extensively in the coming months.
100 postings / day on Austrian Facebook page.
CCC plans to take over Social Media Services for the German market in the coming months.

What makes us the Front-Line Customer Service Team of the Year:

-Highest demands on employees – combination between technical understanding, affinity as well as customer orientation.

-Tailor-made recruiting:
Only applicants with a high technical interest are recruited for the project. 96% of agents who started the Samsung training successfully passed.

-Workforce Management:
A combination of full- and part-time employees as well as a mix of skills invoice and backoffice topics ensure ideal servicing with call variations.

-Comprehensive Knowledge
Each agent has extensive knowledge about Samsung, the brand and the product. They are required to always know about the latest hardware and gadgets to help the customers in the most efficient way. In Device Labs they get regular on-site coachings and carry out “self-studies”. They are asked to deal with TVs, mobiles, cameras or Home Appliances and even get “Home-in Samples” delivered to their places.

-Employee focus
In the past year Samsung invested EUR 1.2 Million in training our employees. Samsung trainers and dedicated CCC internal trainers gave 22.000 hours of training. Agents are frequently invited to visit Samsung trade fair shows and exhibitions to get updates on the product line-up. Our MFFA (Motivation Force for Assistance/Agents) invests EUR 3.500 every month in team events.

Our common accomplishments:

-In the internal Samsung customer service ranking the CCC team is always ranked in the Top 5 and in the last 6 months even ranked within the Top 3. This ranking includes 41 Samsung Contact Center worldwide.

-For the 5th time in a row Samsung received first place from the “German Institute for Service Quality” for its availability through hotline, email and chat and the service quality of the given answers.

-The Samsung Contact Center Team and CCC Account Management Team participate in Management Trainings together to enhance knowledge and develop leadership skills. The latest event was used as a kick-off meeting for our common strategy 2013 and our plan to constantly be the number 1 in service quality.

-Recently Samsung implemented an “Agent Evaluation Program” to award outstanding performance results and continuously improve our services. Agents with improvement potential are identified and receive individual coaching. Best performers can win vouchers, trips to Samsung events etc.

-Several quality measurements are in place to ensure the best service for Samsung customers.

 

Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Samsungs flagship company, Samsung Electronics, leads the global market in high-tech electronics manufacturing and digital media.

Marcus Nessler has been Senior Manager Customer Relations for Samsung Electronics since 2008. Before that he was working for 10 years in various management positions for Hewlett Packard.

Benedikt Dormann has been responsible for Samsung as a Senior Project Manager in CCC since August 2012. He was previously working in various international inhouse and outsourcing positions, such as Training & Quality Manager and Operations Manager for companies in Scotland, Spain and Germany.