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Friday, July 19, 2024

Epic: To 136 as a Top Service Center

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And 5 more Awards for customer service at the Cyprus Customer Excellence Awards

Epic: To 136 Κοφανρο Ευπ ηρΕτησης

Epic introduced to the Cypriot market a unique combination of two powerful elements: the state-of-the-art network with the real economy. Facts that are confirmed by the multiple awards of its network from international measurement organizations such as Ookla and umlaut, but also by the innovative services and proposals it offers to the market.

This exceptional experience enjoyed by consumers could not fail to be reflected in its customer service. The company proved the high level of service it offers to its customers by collecting 6 awards at the Customer Excellence Awards 2023.

Specifically, Epic received the following awards:

  • GOLD Best Contact Centre
  • GOLD Best Customer Service Initiative B2C
  • GOLD Best Use of Customer Feedback & Insights
  • GOLD Best Customer Service Learning & Development
  • GOLD Best Customer Experience Measurement
  • BRONZE Best Customer Experience Strategy

Ms. Marlene Michael, Director of Communications and Customer Experience said: “We resolutely focus on our customers and put them at the center of our daily life. The multiple awards we have received are the culmination of our efforts in recent years, where through a total redesign, we have redefined our customer service by emphasizing immediacy, flexibility and speed. Our goal is the absolute satisfaction of our subscribers and daily exceeding of their needs”.

Epic has raised the bar in customer service through continuous development, improvement and actions such as:

  • Total redesign of the call center, placing it at the heart of its activities, at the head office in Nicosia, so that subscribers can be served promptly and efficiently.
  • Implementation of innovative services realized for the first time in Cyprus, such as “My Epic Team”, where the subscriber receives support through his own specialized and dedicated team.
  • Installation of new, unified tools for monitoring and analysis of subscriber requests from start to finish, for the best possible service and identifying areas for improvement.
  • Activation and monitoring of a customer satisfaction index (Customer Satisfaction Index), where subscribers are invited through each contact to rate their experience. Their observations, needs and expectations are analyzed and integrated into the company's strategic actions.
  • Continuous investments in the training and development of the capabilities of its representatives to provide excellent service and improved performance indicators, as well as high subscriber satisfaction.

Epic remains true to its promise to continually improve the lives and experience of its subscribers. With innovative solutions, continuous development and a commitment to excellence, Epic sets new standards in customer service with each award being another milestone in our journey to make communication more accessible, more human and more reliable.

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Source: www.kathimerini.com.cy

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