Customer Service 2016

2016 was a year where we continued our path of good quality and service, our team demonstrated high standards and professionalism when assisting customers. Next you will find our results for the Boss Revolution and Union Telecard Alliance Campaigns.

In 2016 we received a total of 68.618 chats, we handled 67.946, and we received an average of 5.662 chats per month.

Our Service Level remained constant during 2016 between 98, 00% and 100%, we closed the year with a 99, 01%.

99, 01% of chats were handled and the abandoned rate on 2016 was 0, 99%.

We efficiently resolved cases using all of our tools, according to Boss Revolution policies and procedures, escalations were sent to the corresponding department and followed up the cases to assure final resolution, we answered and worked a total of 10.144 emails between Store Retailers and Direct Customers inquiries.

We continued working on the cases received on 2016, acknowledging all the situations and providing the best resolution that fits our customer needs. We worked and closed 9.355 Tomcat Tickets.

The service provided by our agents makes our customers feel supported, by educating and showing empathy we continue doing our best at first call resolution. We handled a total of 37.651 calls on 2016.

Av. Carrera 45 (autopista) #122 - 56. Of. 501 - 502. Bogotá, Colombia


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