Telkomsel wins best call centre award
Graham Technology provides underlying contact centre software for Indonesian telecom company
Graham Technology, a provider of customer-oriented business software and services, today revealed that its customer, Telkomsel has been recognised as having the best call centre in the Indonesian telecommunications industry. Telkomsel is the leading operator of cellular telecommunications services in Indonesia by market share, and its call centre is the most disparately spread in the world.
The awards were organised by the Centre for Customer Satisfaction and Loyalty (CCSL), an independent organisation that reviewed over 75 call centres in Indonesia to evaluate customer service levels based on three areas: Access, System & Procedure, and People. The evaluation was conducted in "mystery shopper" style, with individuals making direct calls to the call centres and reporting on their experience.
Graham Technology has been the provider of Telkomsel's call centre solution since 1997, and has recently undertaken a project to upgrade its software to meet the ambitious expansion goals of the company, while also boosting contact centre performance.
"We are delighted to see that Telkomsel has been recognised as having the best call centre in Indonesia," said Mike Hughes, managing director, Graham Technology. "It is great to be associated with an organisation achieving such success, and we offer our congratulations to the company and its call centre staff."
About Graham Technology
Graham Technology specialises in contact centre software and services. Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and who, in partnership with Graham Technology, have realised exceptional return on investment.
Headquartered in Scotland, Graham Technology has seven global offices, supporting a worldwide customer base. With its flagship customer interaction software, ciboodle, the company has become recognised as one of the most visionary CRM solution providers in the world.
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