Singapore Telecommunications Limited
(ASX:SGT) Singtel-owned Optus has been crowned the global king of social media customer service at the international contact centre awards in Las Vegas.
The telco won two prizes at the event: best use of social media prize and a technology award for the best call centre solution.
The win comes after Optus took out the Asia Pacific version of the awards earlier this year.
In terms of social media use, Optus was commended for achieving a 90 per cent first contact resolution rate, and responding to 85 per cent of enquiries within one hour.
With Optus’ contact centre work, it deployed a system that gave customers the option of receiving a service call from Optus rather than having to wait in a call queue.
Singtel generated a net profit of $1.6 billion in the first half of fiscal 2014.
