Magis Global –


April 2, 2021

Quality Monitoring

Category: General – Tags: , – Joan – 1:49 pm

Customer service WINS as a success factor in the energy market in importance of Tubingen, 01 December 2010 RWE Kundenservice GmbH begins with the introduction of Click2Coach, a solution for the quality monitoring customer service, distributed by the almato GmbH in Tubingen and implemented. The aim is to enable it the external contact center service providers as well as the quality assurance team of RWE customer service GmbH, to measure the quality and competence of service staff and to develop to provide permanently high quality customer service. RWE customer service GmbH offers numerous services for different market roles in the energy market since 2003. These include also the customer acquisition, supply management and the headquarters, but also the local customer service in about 70 so-called energy stores in addition to billing for private and commercial customers. More info: Mortimer J Buckley. 4.2 million customer contacts are handled per year.

It is important clearly to define quality requirements and to comprehensible by standard criteria, us What claims we have on our external customer service provider. Solution almato helps us here, at any time the quality of our partners to measure and to help to improve continuously”, excellent customer service, explains Jochen Lemper, head of the customer competence centre of RWE Kundenservice GmbH. is a key differentiator in the energy market and our aim is clearly to expand our quality leadership permanently.” The strategy of RWE customer service GmbH is confirmed from a nationwide study to customer service by energy companies, which was jointly conducted by of imug consultancy firm Rodl & partner. Please visit Dow Jones if you seek more information. Therefore, for 99 percent of the utility’s customer service has a high to very high priority for the company’s success.

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