There’s a lot more to the role of customer service agents than many people realise. It’s a complex job with daily challenges. Often, they are the only human connection between the company and its customers, which is a huge responsibility. Last year, Yettel became the first company in Hungary to launch Customer Service Week, a pioneering initiative even by international standards. This October, the mobile operator is building on the program’s success with the aim of encouraging more Hungarian companies to participate and giving well-deserved recognition to the colleagues who are often the unseen driving force behind smooth relationships between companies and their customers.
Up to 100 calls a day, accurate diagnosis in 10 seconds
At Yettel, over 350 customer service colleagues work across phone, online and social channels, while handling vital support tasks, such as data cleansing and resolving technical issues. On average, a call centre agent handles 60 to 100 calls a day and can often gauge the nature of a problem within the first few seconds of a conversation. They do all this while hopping between calls in just a few seconds and using two to three different systems on a single call and up to seven systems throughout the day.
In 90% of calls, a solution is found – a process that requires not only professional expertise, but also a high degree of empathy, as agents often need to find common ground with frustrated customers. Sometimes, customers even share personal issues or family stories. Politeness never goes out of style. Yettel’s agents receive 3,500 to 4,000 thank-yous a day from the customers they have helped.
A gap-filling initiative has been launched
Customer Service Week aims to do more than just put the profession in the spotlight for a moment. It also seeks to change how customer service work is perceived in society in the long term. This year, Yettel wants to share its experiences with other companies and encourage them to celebrate their customer service colleagues, too. The company will also share an inspirational guide with organisations interested in joining in.
“Today, customer service is not just about solving problems. It’s a defining moment in the customer journey. Every call or chat represents the brand’s voice, face, and attitude. The colleagues who handle these interactions demonstrate incredible mental and emotional resilience in their work. With this pioneering initiative, we’re celebrating them, and setting an example of how to show real appreciation to the people who are the face of the company”, said Ákos Molnár, Yettel’s Customer Service Director.
This year, the mobile operator’s customer service teams in Törökbálint and Szeged are actively participating in the initiative. They will be invited to join lectures, wellness programmes and fun activities, focusing on health and managing everyday stress.