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Customer service, customer relations

“We have to create a customer service that we would like to call when we are the customers.”

Csaba Hegyi

Co-founder, owner

What makes a Customer Service become like this?

The right person at the right time and the right situation, possessing the right knowledge gives us the right answer in the right tone.

As you can see, there are numerous expectations we have to meet and this is only the callers’ side. We also have to provide the right services of the best quality possible at the right time for the right price for our customers.

How do we achieve this?

Our profession is to think about what the other has not said yet. We can do this by eliminating all outside disturbances from the equation. The prerequisites for this are: personal qualities, orientation trainings, product familiarization, positive working environment, eager and content workforce, proper sitting position and the most up-to-date technology available. Our equipment is cutting edge in respect to quality, clarity of sound, data throughput and the availability of customer information and several other, seemingly minor, details that all part of our success.

Once these factors are all put together, we are able to answer calls and greet the customer with our eyes closed and judging from the background noises, the caller’s first sentence and his/her tone of voice we can easily put ourselves in the same position and relate to the caller’s problems much more, trying to help and reassure him with our best knowledge. A conversation like this can make a consumer a customer. And these customers can make an enterprise successful.

This is the kind of communication we are proud of.

Put us to the test by sending your contact details and calling us at either of the Customer Services run by us.

Technological and building security solutions for the 24-hour Customer Service operation, business continuity

• The most reliable, robust and superfast Dell and IBM servers for database and sound recording
• Cisco routers for fast and optimal data transfer
• IBM operator stations for reliable and seamless service
• Duplicate sub-station for continuous availability
• 4 redundant – 100% interchangeable telecommunication provider to give the option of choice
• Secure data storage service outside an 8km radius from the Call Center
• Armed security guards
• Information security provided by MTI ZRt. (The Hungarian News Agency)
• Closed server room with own cooling/security system
• UPS and backup electricity provided by 2 independent suppliers
• Secondary Call Center in Budapest with automatic switching-over in case of natural disasters

What kind of education and training is provided for our new Customer Service recruits?

Every new Customer Service Representative that handles incoming calls, letters, emails or faxes has to go through a training routine. As the human mind cannot process unlimited amounts of information, we have to give enough time for the new colleagues to familiarize with every detail. The training of a new recruits generally takes one month. Usually, only one out of ten every new recruit actually gets to his/her first live conversation with a customer. This does not mean that the other nine are unable to make phone calls, but rather that only one of them possesses that additional gift to become an excellent Customer Representative.

Following orientation training, our colleagues get familiar with the software, our code of conduct and the basics in courtesy and professionalism in a diverse cultural background. After these, they will assist their respective mentors in their daily work and observe their activities.

A sales and/or market research training follow this. We organize two of these trainings every month and our new Customer Representatives have to pass a test before they start to work in the call center. The required result for a pass is 80%: if they cannot achieve this, they have to repeat the test.

Successful candidates will take part in a product familiarization/market research training for the respective campaign and initiate test calls to each other, supervised by their mentors: they take part in a situational training familiarizing with the most common situations and occurrences. Only following this training routine can they start placing outgoing calls.

Supervisors evaluate new operators by listening-in to their calls, from 24 different aspects using our own evaluation chart. Based on these evaluations and recommendations, the operators will be directed to a particular Customer Service group, for specialized training.

Following the specialized training, only the product knowledge test and the Customer Service mentor stands between the new representative and his/her first live customer call. Further details of this very effective training routine are unfortunately confidential, so we are unable to share these with you.

This is a simple example from hospitality about “What’s a Loyal Customer Worth?”. What are companies giving to customers and how?

Have a look our referencies and join to them.