NTUC Income won the global, most innovative award for its contact center.
A key feature is the direct access to a contact center officer. The call is answered within 3 rings by a human voice. This is welcomed by customers.
Most contact centers operate differently:
* the call is answered by a machine
* you have to hear the different options and press a button to get ahead
* you often have to spend 1 or 2 minutes, before you can talk to a person
* if you are unlucky, you have to wait for that person to be available
* usually, they are not able to help you anyway
Which model do you prefer? NTUC Income or the conventional model?
Yes, the initial contact is fast, but sometimes there are certain issues that cannot be resolved at the first level. I find Income's management to over-rely on the front-line staff to do the answering. The management should take up the responsibility of answering, especially when requested to, instead of delegating to the call centre operators.
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