At the Hong Kong Call Center Association (HKCCA) annual awards presentation and gala ceremony, AIG Hong Kong took home a Silver recognition award in the “Mystery Caller Assessment (Phone-in) – Finance and Insurance” category.
The award is in recognition of the superb customer service provided to local customers by the AIG Hong Kong Call Center team. To be eligible, the team had to undergo three different rounds of assessments in order to provide a 360 degree evaluation of the services delivered by the front line AIG Customer Service Representatives. Conducted during a seasonal peak while the CSRs were challenged with increased call volume from AIG HK customers inquiring about travel arrangement problems related to the MERS virus scare in June and the unfortunate bombing in Bangkok in August, the multiple rounds of assessment represented a large challenge for the HK team.
By mobilizing additional resources and focusing on answering every customer inquiry, the Hong Kong Call Center team showed they were up for the challenge and delivered, as experienced by the judges, excellent service.
It’s clear that AIG Hong Kong’s unwavering commitment to customer service excellence, and the Hong Kong Call Center’s frontline proof of that commitment amidst peak call volume challenges, is an award-winning combination.