Fujitsu Wins Major Call Centre Award for Fourth Consecutive Year
Announcement posted by Fujitsu Australia Limited 25 Sep 2002
Award reinforces value of outsourcing call centre operations to an experienced partner
Fujitsus outsourcing relationship with CompuServe Interactive Services Inc. (USA) has received yet another accolade with the CompuServe Pacific Contact Centre winning first place in its class at the Teleperformance CRM Grand Prix Awards for the fourth year in a row.
The award has confirmed the value of outsourcing call centre operations to an experienced partner while allaying fears about the impact of outsourcing on customer relationships.
Peter Seymour, General Manager Enterprise Services at Fujitsu said: The CompuServe Pacific Contact Centre is a good example of successful outsourcing. Our staff at the Contact Centre do a great job of ensuring CompuServe has the best possible interface with its customers. We are thrilled to have our service excellence acknowledged in this way for the fourth year in a row.
CompuServe Pacific was also the recipient of the Silver Award for Excellence in Multimedia Contact Management across all market categories, winning against organisations such as AOL and iPrimus.
Companies were judged on a variety of pre-determined scenarios designed to evaluate the quality of call-handling, including:
The speed with which each call is answered
The quality of the greeting
The level of product knowledge displayed
The ability to listen effectively
The contribution to building customer relationships
The services provided to CompuServe form part of Fujitsus i-Support Contact Centre portfolio of services specifically tailored for Internet Service Providers. The i-Support portfolio is one of the many end user support services Fujitsu offers under its global InfraCareTM services brand.
CompuServe Inc. is an online service and information provider with three million subscribers worldwide, and wholly owned by the world's largest ISP, America Online. There are over 10,000 CompuServe Pacific customers resident in Australia, New Zealand, and ASEAN countries who, together with the significant number of CompuServe members travelling through the region from other countries, are supported through the Fujitsu-run Contact Centre.
The Teleperformance CRM Grand Prix (previously known as the Teleperformance Grand Prix) was created in 1988 by Teleperformance, the multimedia contact centre division of SR.Teleperformance, a global telemarketing and teleservices company.
ENDS
Notes to Editors
Fujitsu Australia Limited
Fujitsu is one of the world's leading ICT organisations. Fujitsu technology solutions, from servers to e-Business applications, are powering the new Internet economy.
In Australia and New Zealand Fujitsu is helping corporate and government customers to design, build and operate solutions, which offer competitive advantage in the Internet world, from state-of-the-art infrastructure through to complex e-Business solutions. Our portfolio of IT services includes consulting, systems integration, prime contracting and a full range of professional services.
Fujitsu Australia Limited is a wholly owned subsidiary of Fujitsu Limited of Japan.
About Fujitsu Limited
Fujitsu is a leading provider of customer-focused IT and communications solutions for the global marketplace. Pace-setting technologies, high-reliability/performance computing and telecommunications platforms, and a worldwide corps of systems and services experts make Fujitsu uniquely positioned to unleash the infinite possibilities of the broadband Internet to help its customers succeed. Headquartered in Tokyo, Fujitsu Limited (TSE:6702) reported consolidated revenues of 5 trillion yen (about US$38 billion) for the fiscal year ended March 31, 2002.
For more information, please see: http://www.fujitsu.com
The award has confirmed the value of outsourcing call centre operations to an experienced partner while allaying fears about the impact of outsourcing on customer relationships.
Peter Seymour, General Manager Enterprise Services at Fujitsu said: The CompuServe Pacific Contact Centre is a good example of successful outsourcing. Our staff at the Contact Centre do a great job of ensuring CompuServe has the best possible interface with its customers. We are thrilled to have our service excellence acknowledged in this way for the fourth year in a row.
CompuServe Pacific was also the recipient of the Silver Award for Excellence in Multimedia Contact Management across all market categories, winning against organisations such as AOL and iPrimus.
Companies were judged on a variety of pre-determined scenarios designed to evaluate the quality of call-handling, including:
The speed with which each call is answered
The quality of the greeting
The level of product knowledge displayed
The ability to listen effectively
The contribution to building customer relationships
The services provided to CompuServe form part of Fujitsus i-Support Contact Centre portfolio of services specifically tailored for Internet Service Providers. The i-Support portfolio is one of the many end user support services Fujitsu offers under its global InfraCareTM services brand.
CompuServe Inc. is an online service and information provider with three million subscribers worldwide, and wholly owned by the world's largest ISP, America Online. There are over 10,000 CompuServe Pacific customers resident in Australia, New Zealand, and ASEAN countries who, together with the significant number of CompuServe members travelling through the region from other countries, are supported through the Fujitsu-run Contact Centre.
The Teleperformance CRM Grand Prix (previously known as the Teleperformance Grand Prix) was created in 1988 by Teleperformance, the multimedia contact centre division of SR.Teleperformance, a global telemarketing and teleservices company.
ENDS
Notes to Editors
Fujitsu Australia Limited
Fujitsu is one of the world's leading ICT organisations. Fujitsu technology solutions, from servers to e-Business applications, are powering the new Internet economy.
In Australia and New Zealand Fujitsu is helping corporate and government customers to design, build and operate solutions, which offer competitive advantage in the Internet world, from state-of-the-art infrastructure through to complex e-Business solutions. Our portfolio of IT services includes consulting, systems integration, prime contracting and a full range of professional services.
Fujitsu Australia Limited is a wholly owned subsidiary of Fujitsu Limited of Japan.
About Fujitsu Limited
Fujitsu is a leading provider of customer-focused IT and communications solutions for the global marketplace. Pace-setting technologies, high-reliability/performance computing and telecommunications platforms, and a worldwide corps of systems and services experts make Fujitsu uniquely positioned to unleash the infinite possibilities of the broadband Internet to help its customers succeed. Headquartered in Tokyo, Fujitsu Limited (TSE:6702) reported consolidated revenues of 5 trillion yen (about US$38 billion) for the fiscal year ended March 31, 2002.
For more information, please see: http://www.fujitsu.com