Smart Call #36 — Multilingual customer service and how to win an ATA award
October 10th, 2008This week’s epispode of Smart Call features Dean Brown, Executive Manager, International Customer Services at Commonwealth Bank. Dean’s team just picked up the ATA award for best contact centre under 50 FTE staff.
Last year they missed out on a State awards and vowed to crack the big time. We’ve got the story of how they did it, and also how the center takes on the very interesting task of providing multi-lingual service in a very important revenue-generating role.
For this week’s sponsor interview we spoke to Virgin Blue’s Guest Contact Centre Business Analysis Manager Dustin Laidsaar. Our sponsor NSC wants you to hear from Dustin — aka the horse’s mouth — about the company’s all new IP based contact centre.
Along the way, Dustin fools me good. So listen out for that!
We’ve also got Dr Catriona Wallace from Callcentres.net back again, after her exotic travels and other adventures.
On this week’s show:
- How the Commonwealth Bank won an ATA Award with its multi-lingual international customer service team.
- NSC brings us Virgin Blue’s Dustin Laidsaar
- Dr Catriona Wallace analyses what the global financial meltdown means for the contact centre
While you are here, REGISTER for our Remote Support Webinar, which we present with our sponsor Citrix Online. Remote support can improve first call resolution and reduce agent attrition.
Learn how by attending our webinar on October 14th. Australian and New Zealand attendees register here.
Indian and other Asian attendees click here to register.
Big thanks, as always, to our founding sponsor NSC and Supporter CallDesign.
