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HKBN Deploys CosmoCom Virtual Contact Center Suite for Improved Telemarketing Software

May 24, 2011
By Anuradha Shukla - Telemarketing Software Contributor

Hong Kong Broadband Network Limited (HKBN) is using the CosmoCall Universe all-in-one virtual contact center suite. CosmoCall’s solution has enabled HKBN to take customer service for their broadband subscribers to the next level.

HKBN aims to provide world class customer service and support to over 500,000 broadband customers and in order to address this goal it has established a dedicated Customer Engagement team.

This team, says CosmoCall, is dedicated to offering a one stop solution to customers and includes telemarketing, handling billing and technical inquiries.

A direct-access hotline is also set up by HKBN, which is powered by CosmoCom’s (News - Alert) advanced skills based routing.

These steps have ensured that subscribers can quickly reach the correct professional anywhere in the provider’s network the first time. Also, this ensures that the specialist has the relevant information required to provide one-stop customer service.

HKBN has also launched an awareness campaign across Hong Kong called “Service with Heart,” which promotes their customer interaction philosophy.

“We hope to spread “Service with Heart” DNA to the whole company, and therefore, this campaign is not only an external, above-the-line marketing exercise, but a genuine action from the hearts of all our Talents. We promote excellence in our team and are confident that CosmoCom’s call center platform provides the technology to back that up,” said Herman Pun, director – Operations Support of HKBN.”In addition, CosmoCom’s quality monitoring and reporting capabilities help us to keep standards high during and after calls.”

“HKBN sets the bar high for customer service and we’re very pleased that they put their trust in our virtual contact center technology to help them achieve their goals,” said Steve Dellutri, CosmoCom’s chief technology officer.

Read a related article at TMCnet “Yealink (News - Alert) Phones Certified for CosmoCom Contact Center Suite.”

Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny