Vodafone customer service was awarded four gold medals

Vodafone again won the Best of Call Centers award among telecom operators in 2011.

As last year, this year Vodafone proved to be the most excellent telecommunications telephone customer service in the competition of the GfK Hungária Market Research Institute. The service provider also won first place in general customer service, problem solving and sales support at the competition, thus winning the Best of Call Centers award as the best in the industry.

For the second time this year, the Call Center Award 2011 competition was organized by the GfK Hungária Market Research Institute, the Human Resources Foundation, the Hungarian Marketing Association, the Direct Marketing Association and the Hungarian Receivables Managers. Thanks to the cooperation of the Association of Business Information Service Providers. The companies operating the customer service have been compared in the most complex way possible, so any winner can book their success as a serious recognition.

Participants are invited to the so-called It was examined using the mystery shopping method. In doing so, pre-trained incognito test buyers turned to customer service representatives with thousands of requests and complaints. The questions were targeted, all elements of the conversations were recorded so that GfK Hungária's specialists could process them later and provide detailed information to all participants. The results were evaluated on the basis of several criteria and prizes were awarded in three categories per sector:

• General customer service - is it easy to get to the clerk, how much is the waiting time, was the customer service able to provide appropriate information and advice, did the customer feel important?
• Problem Solving - Has the complaint been handled fully and reassuringly, has an effective solution been found to the client’s problem, and has you been properly informed about the next steps?
• Sales support - is the operator able to make a quick, accurate and attractive offer based on which the customer is seriously considering using the service?

László Podhorányi, Vodafone's Deputy CEO for Customer Relations, said about the award: "It fills us with joy and pride that, repeating last year's success, we were able to receive a gold medal in all three categories this year, and thus retain our Best of Call Centers title among telecommunications companies. All of our company's employees are committed to providing our customers with an unparalleled customer experience, and this prestigious recognition also confirms that we are on the right track."

Source: Vodafone