Optus’ Community of Experts team, aimed at reducing call wait times and elevating the service experience, has been recognised as an ABA100® Winner for Service Excellence in The Australian Business Awards 2023. Launched in 2020, the Optus Community of Experts are a multi-disciplinary service team created to help remove complicated phone menus, ensure end-to-end accountability, remove call transferring and offer personalised customer support.
What is the market offering of the service team?
Commenting on the service team, Tommy Tzirtis, Vice President Customer Contact Centres at Optus, said, “When we introduced the Community of Experts three years ago, we knew we were embarking on the most significant customer care transformation in Optus’ history.”
“We knew that this service model would save our customers time, improve their experience when seeking assistance from us and elevate the service standards across the industry.”
Optus invested heavily in developing and training the Experts team to handle all conversations and promptly resolve customer queries. Customers call Optus for a range of enquiries, such as renewing their contract or learning more about our Living Network features, but when they call they return to the same team; their Community of Experts, each and every time.
Experts are empowered and multi-skilled in technical support, customer payment support and sales across all channels so they can handle all potential inquiries. To deliver dynamic, intelligent and meaningful experiences, Optus also invested in new tech for its call centres.
What does the recognition mean for Optus?
Maurice McCarthy, MD for Customer Success at Optus, commented, “We are proud winners of the Service Excellence award, which reinforces our unwavering commitment to raising the bar on customer service as we strive to become Australia’s most loved everyday brand.”
The Australian Business Award for Service Excellence recognise firms that have implemented initiatives that demonstrate leadership and commitment to Customer Service excellence.