Far EasTone Telecommunications has once again won the "Taiwan Customer Service Center Evaluation" Gold Award

        The second Taiwan Customer Service Center Evaluation Awards Ceremony and Summit Forum were held on November 14th. Far EasTone Telecommunications was recognized by the jury for its outstanding website design, high-quality customer experience, and problem-solving ability. It won the "Chain Telecommunications Channel - Gold Award" and was invited to the Summit Forum to share its experience.

        This evaluation is organized by Commercial Times, and external evaluation agencies are commissioned to evaluate a total of 123 corporate brands across 9 industries. "Secret Customers" are arranged to inspect corporate services as general customers, mainly evaluating the three major customer experience processes of "official website information collection", "customer service telephone interaction", and "customer complaint feedback". Based on the results, the best exemplary enterprise is selected.

        The jury pointed out that the Far EasTone Telecommunications website provides sufficient information, is easy to understand in its layout, and assists customers in quickly and easily finding solutions, making it trustworthy; Telephone service personnel not only accurately and clearly solve customer problems, but also have a full understanding of the incident situation, provide supplementary explanations, and achieve excellent customer satisfaction and user experience. In addition, when facing complaints, employees can alleviate the other party's emotions, quickly propose multiple solutions, and solve potential problems from a customer's perspective, including tracking investigations, confirming expected handling methods, and demonstrating the attitude listed above, Convey brand enthusiasm to customers.

        Starting from customer needs, Far EasTone Telecommunications continuously optimizes service channels such as IVR customer service (interactive voice response), human voice and text customer service, text and voice robots, customer service apps, official websites, etc. At the same time, it makes good use of AI technology to improve the service experience, develops 235 self-service functions, and integrates all channels, making self-service uninterrupted and successfully solving 95% of user problems. The interaction volume reaches 2.4 million times per year. In addition, through the combination of intelligent customer service and real person customer service, a more convenient, safer, and warmer customer service center is created. Excellent service quality has been repeatedly certified and recognized by evaluation institutions. In addition to winning this award for two consecutive years, it has also won the telecommunications industry gold medal and the best service leader award in the 12th Commercial Times Taiwan Service Industry Review, as well as passed the SGS Quadricert Service Quality Verification for the 17th time. Since 2018, we have continuously obtained the first ISO 18295 customer service center management certification in Asia, becoming the only telecommunications operator in Taiwan to have both ISO 18295 and ISO 10002 (Customer Complaint Handling Management System Verification) dual certifications.

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