Leading call centre and communications expert, Inter-Active Technologies, has been awarded the contract to manage customer service and customer care initiatives for electronics giant Samsung South Africa.
Inter-Active Technologies officially took over the Samsung’s customer services responsibilities on 1 February 2011, after being awarded the contract in October 2010.
Inter-Active Technologies operations director, Gerald Terblanche, notes that the company’s involvement in the contract deals with Level 1 and Level 2 product support and customer service, which involves all aspects of technical and service-related queries.
“By providing a total solution to existing needs, and being an advisor with respect to future needs and trends, I believe that this is the perfect opportunity for Inter-Active Technologies to facilitate service delivery for Samsung, which will result in more satisfied customers,” he says.
Terblanche believes that the company was awarded the high-profile contract owing to its proven track record with existing clients.
“I believe that the contract was awarded to Inter-Active Technologies on merit essentially, and because of our expertise in training and quality methodologies,” he explains.
“Our staff have demonstrated capabilities in offering end-to-end solutions, not only within the arena of outsource contact centres, but also in terms of having the technology, product set and skills set, which will serve Samsung well in delivering on its strategic objectives.”
Looking at 2011, Terblanche is confident that Inter-Active Technologies will acquire a number of additional high-profile customer service contracts.
“Inter-Active Technologies is always focused on acquiring business which falls within our target customer profile, and we are already in advanced discussions as far as several new opportunities are concerned,” he concludes.