Aberdeen Group ranks Digitel call center among world’s best

Digital Telecommunications Phils. Inc. (Digitel), the second largest fixed wire telecommunications service provider in the country, and Logica, a global solutions company, have been recognized for their innovative application of Customer Relations Management (CRM) solutions and related technologies in customer contact centers.

The Aberdeen Group, a leading IT market analysis and positioning services firm, ranked Digitel’s call center among the top 10 in the world, in a report entitled What Works: Ten Successful Implementation in CRM/Contact Centers.

The report was done to provide CRM users and end-users with hard evidence of successful and best practices of CRM contact center implementations using case studies and customer interviews around the world.

Each entry to this year’s report was rigidly assessed based a number of criteria, including the thoroughness with which the vendor investigated and understood the customers’ needs, the selection of the most appropriate software, the effort and cooperation the vendor and the client organization invested in implementation and training, and the return on investment.

Digitel is the first telecommunications service provider in the Philippines to implement a CRM solution that is wholly focused on improving customer interaction to build stronger, more valuable long-term customer relationships. This included providing Digitel customers with an integrated support for multi-channel customer touch points, including unassisted channels like fax, e-mail, mobile phone and Internet as well as back-end systems.

Digitel’s call center can now handle over 70 percent of all customer interactions, enabling a key element in creating and maintaining customer loyalty and profitability across the organization.

Logica provided Digitel with an all-exclusive integrated solution using Point’s Teampoint and Webpoint software, which will also support CRM when Digitel implements 2.5 G services in the future.