Yettel launches new initiative: customer service workers in the spotlight

Customer service work is much more complex and challenging than many people think. Often, the people working here are the only human contact between the company and its customers, which means a huge responsibility. Last year, Yettel was the first to launch Customer Service Week in Hungary, which is a pioneering initiative at an international level. The mobile operator will continue and renew the program in October this year: the goal is to have as many domestic companies as possible join and to give due attention to those employees who are often the invisible engines of harmonious relationships between companies and customers.

Up to 100 calls per day, accurate diagnosis in 10 seconds

More than 350 customer service colleagues work at Yettel on telephone, online and social channels, as well as performing supporting background tasks from data cleaning to handling technical complaints. A telephone operator handles an average of 60–100 calls per day and is able to assess the nature of a problem from the first few sentences. All this while often having to switch from one call to another in a matter of seconds, while using up to 2-3, and up to 7 different systems per day, may be necessary during work.

In 90 percent of calls, we manage to find a solution to the issues that arise – this requires not only professional preparation, but also a high degree of empathy, as it often happens that we have to find a common ground with a tense client. Sometimes it even happens that clients share private problems and family stories. However, politeness has not gone out of fashion: on average, Yettel agents are thanked for their work 3,500-4,000 times a day by those who contact them.