UPC Direct and its Call Center partner CCC receive major award

Luxembourg, 20 July 2011 –UPC Direct, the high quality provider of satellite TV services in the Czech Republic and Slovakia has, together with their Call Center partner, Competence Call Center,  won a major award for Call Center excellence. 

The CCC customer service team providing service for UPC Direct in  Bratislava has won a Bronze Medal at the Contact Center World Awards. The recognition is for Best Outsourcing Partnership and was presented by the Global Association for Contact Center Best Practices and Networking.  The award covers Europe, Middle East and Africa and was presented as part of the Contact Center World conference in London on 8 July.  The selection was made from among over 1,200 entrants covering a broad range of industries.

This is consistent with improvements the UPC DTH customer care organization has been making since taking ownership of the UPC Direct properties last year.  Now all customers who call the UPC Direct call center will receive prompt attention and even be asked to complete an automated survey at the end of their call.  These surveys have shown high approval by UPC Direct customers of their customer care experience.  Further surveys conducted online have shown that UPC Direct customers believe that they get good service from UPC Direct and they are satisfied with the overall quality of their experience.

UPC Direct, distributed by UPC DTH S.àr.l, was pleased to receive this International recognition for the high quality customer care provided to customers of the service.  “I know how important it is to put the customer first and provide a high standard of care to our customers.” Said Tunde Hubina Director of Customer Care for UPC DTH.  “We provide some of the best care in our industry and fully meet the growing demands for good response both over the phone and through our customer care application on our web sites.  This award is welcome recognition of the work we do to ensure 100% customer satisfaction with our company and the products we provide”.

“We are very pleased to work together with UPC DTH and about the joint success we have achieved at the Contact Center World Awards,” added Jeroen Hollestelle, Call Center Director, Competence Call Center. “Our companies share the same commitment to highest quality standards, which is obvious in every customer contact and that commitment has now experienced external and international recognition.  The  Team supporting UPC Direct in CCC Bratislava focuses on providing outstanding customer experiences that goes above and beyond the customer’s expectations. My congratulations and thanks go to the Project Manager Hana Baráčková, her team and Tunde Hubina, Customer Care Director of our partner UPC Direct, for the successful cooperation.”

UPC DTH
UPC DTH S.à.r.l. is a high quality provider of satellite television services in Hungary, the Czech Republic, Slovakia and Romania based in Luxembourg, the European capital of satellite services. It’s Direct-To-Home (DTH) service, known as UPC Direct in the Hungarian market, has more than 500,000 customers (as per 31 December 2010). UPC DTH S.à.r.l. offers its customers more channels, including Travel channel, better content and superior signal quality, including crystal-clear high-definition programming. UPC DTH S.à.r.l. is part of UPC Broadband (UPC), the European division of Liberty Global, Inc., the world’s leading international cable operator. UPC brings television, broadband internet and telephone services to approximately 18 million customers throughout 14 European countries.

CCC
Competence Call Center is one of the leading call centers in Europe and has been offering high quality international call center services for 13 years. More than 3000 service professionals have demonstrated “competence” with more than 100 million customer contacts. 34 international awards, the standards ISO 9001 and ISO 10002 as well as the call center norm EN 15838 confirm the quality standards of the company’s incoming hotlines, outgoing campaigns and written customer communication.