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JT reaches finals for prestigious customer service awards

JT reaches finals for prestigious customer service awards

Friday 31 August 2018

JT reaches finals for prestigious customer service awards

Friday 31 August 2018


JT has reached the final round in two categories of the world’s largest and longest-running awards for customer services.

The locally-owned telecoms operator is among a group of international companies in the running for the Best Customer Service Team and Best Contact Centre of the Year (Small) categories at the 2018 European Contact Centre and Customer Service Awards.

This comes shortly after the company was named ‘Best Communication Solutions Company in the Channel Islands’ at the 2018 UK Enterprise Awards, which focuses on the small to medium-sized enterprise (SME) sector.

The JT Customer Contact Centre helps over 50,000 residential and business customers across the Channel Islands, as well as managed services for JT’s international customers. The relatively small team can receive on average 13,000 calls, 5,300 emails and 1,500 social interactions and live chats each month. They also respond to 999 emergency calls and provide a 24/7 service to 500 people who carry emergency call system alarms.

Since JT put in place a Customer Experience Team a few years ago, all of the people who interact with customers - from engineers to sales teams - have received special training.

Tamara O’Brien (pictured), JT’s Group Head of Customer Experience, said: “Everyone at JT understands the part they play within the wider organisation in serving our customers to the highest possible standards. None more so than our Customer Experience Team because we recognise that, in our small island communities, our contact centre is not only a source of information but can also be a lifeline. Of course, this is literally the case with 999 calls, but it is also critical that  every customer feels as though he or she is being looked after and problems will be fixed quickly and efficiently.

“I’m proud to say that customer experience is at the heart of what we do, and we’re delighted that our ongoing efforts and focus on continuous improvement, have been recognised by being shortlisted at these Europe-wide awards.”

Hosted by BBC presenter Fiona Bruce, the European Contact Centre and Customer Service Awards will take place in Battersea Park, London, on 27 November. 

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