Press Releases

Budapest, November 11, 2014 14:00

Magyar Telekom won in 2014 the „Excellence in Customer Service” Award in the electronic channel category. With this Telekom has proven to be the country’s best in the area of online customer service through the customer service it provides via the corporate websire   www.telekom.hu. In the competition announced by the Client First Consulting Firm test purchases and the opinion of the companies’ customers are used to assess service providers and, in this way, the award validly represents customers’ experience. The prestigious award was received in the award ceremony by Chief Executive Officer Christopher Mattheisen.

The „Excellence in Customer Service” competition announced the sixth time this year by the Client First consulting company is Hungary’s major and best known competition measuring customer satisfaction. In this year’s assessment performance of firms applying in the electronic channel category had been conducted in two ways for over two months. On the one hand independent evaluators assessed the quality of service providers’ customer service performance on the basis of the answers received to electronic test letters. On the other hand a customer satisfaction questionnaire was included in the letter sent in response to the customer inquiries received online, through which customers were able to assess in relation to specific issues the quality, speed and efficiency of customer management.

Christopher Mattheisen, Magyar Telekom’s Chief Executive Officer said in relation to the award: „We are especially pleased that this year we managed to come out first in the electronic customer service category, which is of a key importance to us. Our aim is to direct customer service towards the online channel through the enhancement of online ways of customer service and the systematic education of customers. We believe that online interfaces represent fast, advanced and comfortable solutions for both customers and the company.”

The significance of the online channels is testified by the fact that in the past one year Telekom’s electronic customer service managers sent e-mail response to customers in 8,700 cases a month on average and conducted chat calls on as many as 9,700 occasions a month for customer service and sales support purposes.

In 2013 Telekom’s call center won the first place in the large customer category at the Excellence in Customer Service competition. In 2012 the company was granted the award in the personal customer service category and came out second in the call center category as the best among telecommunication operators. So in that year on the whole Telekom proved to be the best among telecommunication customer services. It was also in 2012 that Telekom came out first among telecommunication service providers in the call center customer service sales category of the Top 10 Call Center competition.

More information on the Excellence in Customer Service Award is available at the www.clientfirst.hu website.