Smart raises customer service standard via education hub
MANILA, Philippines - Wireless services leader Smart Communications, Inc. recently opened a multimillion-peso “edutainment” hub to help its contact center agents become better service ambassadors for Smart’s 50 million subscribers.
The 400-square-meter facility called Base Camp houses more than 100 instructional videos, simulators, games, and other learning assets that equip agents with the knowledge they need to address the needs of hotline callers. Base Camp is located in the main office of ICONtacts Corp. (ICON), Smart’s contact center subsidiary, in Quezon City.
The hub features themed “camp sites” (Park, Beach, Home, Battle), where ICON employees can use Smart’s mobile broadband devices, as well as the latest tablets and mobile phones in the market.
“Theoretical discussions are helpful, but nothing beats firsthand experience when it comes to learning. Because our agents know Smart’s products and services inside-out, they become more effective customer service representatives. They are well-equipped to handle technical requests and demands from an increasingly sophisticated and techno-savvy subscriber base,” said ICON general manager Bing Payumo.
Base Camp also features a learning area called the Bounce Pad where specialized trainings, workshops, and product education sessions are held. A 52-inch touchscreen can be used to show high-definition video clips, digital flipcharts, and interactive websites. Among those who have conducted presentations in the Bounce Pad are representatives from BlackBerry and HTC.
Aside from being an immersive learning hub, Base Camp also serves as a decompression center for call center agents. There they can surf the Internet on Smart’s reliable network, play online games, or just relax in any of the campsites.
“We are providing a nurturing environment for contact center agents so they can deliver a more inspired performance at work,” Payumo said. “In Base Camp, you can see a coming together of elements that empower customer care. While it is open only to Smart and ICON employees, its effects will definitely be felt in terms of superior customer service.”
Also found inside the Base Camp is a 24/7 network monitoring system called the Command Center, where eight 46-inch LCD screens display the real-time status of call traffic, availability of agents, and average response time in several contact centers in Metro Manila and the Visayas.
“The Command Center helps us ensure stable call center operations, and helps guarantee a robust telephony for Smart’s customer service hotline. It enables us to raise the level of customer service in the industry,” Payumo said.
