Keep the customers happy

Citation

(2001), "Keep the customers happy", Work Study, Vol. 50 No. 2. https://doi.org/10.1108/ws.2001.07950bad.003

Keep the customers happy

Keep the customers happy

SITEL Corporation, a leading provider of customer relationship management solutions, has been honoured for its eCRM work with Philips Electronics. In addition, SITEL was recognised and highly commended for its work on behalf of Pharmacia and British Gas. The award for "Best use of a contact centre" (at Magazine's Connections Awards 2000) was given to SITEL for integrating Philips' disparate customer databases into a fully integrated customer contact centre that provides electronic customer relationship management services to Philips' consumer products customers. All areas of a customer's history from enquiries, purchase history and service issues can now be accessed from one source enabling customer enquiries to be dealt with in just one contact. By using eCRM techniques, and integrating all customer communications channels – from e-mail and Web chat to phone calls and traditional mail – Philip's customers are able to receive a first-class service regardless of location or time of day. In addition to the "Best use of a call centre" award for its work on behalf of Philips, SITEL was also highly commended for "Best use of communications technology to generate business leads", and "Best use of a customer database" for its work with Pharmacia, and for "Best use of a contact centre" for its programs on behalf of British Gas. SITEL manages in excess of 1 million remote customer contacts per day via the telephone, Internet and traditional mail. On behalf and in support of its clients, SITEL finds, acquires and retains customers and helps build and enhance value from these customer relationships. Over 25,000 SITEL employees operate from 74 customer contact centres, located around the globe in 19 countries, and offer services in more than 25 languages and dialects. See http://www.sitel.com for further information.