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'Wild card' place for CS team
Thursday August 07th 2008. Posted: 09:35
One of three ‘wild card’ places in this year’s My Customer Challenge Cup tournament has been awarded to a Customer Service team.
Into the Future - an eBilling improvements project led by Dermott McCabe, who works in eCS customer service in Enniskillen - comprises CS people from Northern Ireland and Thurso, in Scotland. The team says that with improved eBilling services, more and more customers will start to use BT’s online billing service - and reduce the amount of paper they receive. With more customers visiting BT.com to view their bill, there is a greater chance of them using the online self-service tools to manage their account and reduce the non value-added contacts into the company. Dermott said: “We aim to improve the end-to-end customer experience for online billing. We have had some fantastic support from both our coach, Kerry Gulloch and our sponsor, Warren Buckley, who have made visits to our site to meet with us. “Stepping up to the position of team captain has been a real challenge, but one that I have truly enjoyed. I believe the reason for our success this far has been the way our team has pulled together and has been so dedicated to getting our Blue Ribbon, as we truly believe in our project. “It has been great to see all the fantastic feedback from senior management that we have been in contact with about our project and this displays to us that our project will bring great success. “Our eBilling trial is still open for volunteers who are currently paper or online and paper billed.” - Anyone interested in joining the trial can apply online
.Kerry, the team’s coach, was named Captain of the Year at last year’s tournament. She was part of a team called KANA Makes it Personal, which reached last year’s grand final in Cyprus. So now the pressure is on for Kerry to help steer her team to victory in this year’s competition. She said: "I am delighted that the team got a wild card place in the semi-finals. “Their project has only been up and running for a short space of time, so to get this far is well-deserved recognition of their hard work and enthusiasm for improving things for our customers." In total, 24 BT Retail teams - many with CS team members or coaches - have secured a semi-final place in the tournament taking place in September, including five teams from India. Judges will be scrutinising projects and selecting the best to go forward to the final in Sintra, Portugal, to find the overall champions of customer satisfaction.
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Last updated:
08:56