16.06.09
Virgin Games says it is offering an average customer email response time of less than five minutes thanks to the implementation of multimedia contact centre technology.
The online gaming firm is in the process of upgrading its support functions to
improve customer service levels, with the adoption of multimedia technology seen as a key step towards this goal.
Previously Virgin had an outsourced
customer service offering, but this has now been brought in-house to ensure greater ownership.
Call, chat and email
customer contact facilities are all available to enable communication through a variety of preferred channels.
According to Virgin, the result has been a 200-300 per cent improvement in service delivery and a reduction in average abandonment rates to below one per cent.
Operations director Christina Thakor-Rankin claimed that using dynamic multimedia technology, Virgin Games has proved that a better level of
customer experience can be achieved alongside cost reductions.
She added: "The challenge now is to maintain this level and ensure that our
customer service delivery continues to improve in spite of a rise in traffic through the site - we remain quietly optimistic that we can sustain this esteemed level of service."
Last week, the Financial Times reported that many firms are looking at alternatives to offshore outsourcing in response to the economic downturn.
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