Samsung Electronics is the global leader in High-Tech Electronics and digital media. Competence Call Center has been supporting Samsung Electronics as an outsourcing partner from the locations in Berlin, Dresden, Vienna and Zurich since 2011. Support is provided in the forms of telephony customer contact, as well as in written services, including live chat and Facebook. 280 employees answer 1stand 2nd level inquiries in 3 languages.
At the Stevie Awards Gala in Las Vegas, USA, the “Business Oscars” were awarded at the end of February. Samsung and CCC impressed the expert jury in the category „Front-line Customer Service Team of the Year“.
„What makes our partnership so successful are the high technical expectations towards our employees as well as the focus on employee motivation and loyalty. Each agent has extensive knowledge about Samsung, the brand and the product. Agents are required to always know about the latest hardware and devices in order to help the customers in the most efficient way. In the year 2012 we have offered 22.00 hours of training to our employees at CCC. We are very happy that this engagement and commitment has again been rewarded. My sincere congratulations”, says Marcus Nessler, Senior Manager Customer Relations, Samsung Electronics
In Experience Labs CCC employees recieve regular on-site coaching’s 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.
“The MFFA Team (Motivation Force for Assistance/Agents) carries out regular team events, like barbecues or sporting events. The great loyalty and motivation of our employees, combined with the high technical know-how make them Top Service Professionals for Samsung customers”, says the proud CCC Project Manager Benedikt Dormann.
In the internal Samsung customer service ranking the CCC team has been ranked within the Top 3 in the last 6 months. 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 the service quality of the given answers.
„Following the needs of Samsung, CCC pro-actively built up a totally new location in Dresden to provide enough space for the project. During the ramp-up phase an interim office was established in only 4 weeks. In 2012 we moved to the final office in the “Dresdner Spitzenmanufaktur”. In the past two years our HR team has built up a team of 400 employees there”, CCC Co-CEO Christian Legat describes the start of the successful business partnership.
At the “People´s Choice Stevie® Awards for Favorite Customer Service” the CCC customer service for Zalando was awarded in an open public voting.