Call centers operate in a unique industry, one which is wrought with change, increasing challenges and pressures for improvements and the responsibility of protecting the customer base. With so much to live up to, a call center that appears to stand out amongst the rest is one that is meeting or exceeding stringent standards and expectations.
Otis Elevator Company, a unit of United Technologies Corp., has received a prestigious award from the Chinese government for the operation of the most efficiency and effective call center in China among similarly sized companies.
The OTISLINE call center in China was acknowledged for its overall quality, efficiency and professional services during an Asia Pacific call center summit in Beijing. A 24-hour-a-day response line, the OTISLINE call center serves as an initial contact for customers and is used to dispatch mechanics to service elevators.
"We take pride in delivering the fastest industry response times," said Otis President Ari Bousbib in a Wednesday statement. "With our ongoing maintenance programs, highly trained service professionals and 24/7 behind-the-scenes monitoring, we strive to not only meet but also exceed our customers' expectations."
OTISLINE representatives in Beijing answer customers’ calls on average 60 percent faster than the China’s Ministry of Information Industry standard. In China, OTISLINE receives more than 1,200 calls per day.
Customers have often cited the OTISLINE call center’s professionalism and efficiency as key differentiators from competitors. Otis represents the first elevator company to receive this award from the Chinese government. Other companies that have been similarly recognized include China Construction Bank, China Mobile and CITIC Bank.
The OTISLINE call center is just one component of Otis’ service offerings. Other service capabilities include remote monitoring of equipment performance, technologically advanced preventive maintenance programs, extensive spare parts inventory and the largest number of well trained field experts in the industry.
Otis’ first OTISLINE call center was introduced in North America in 1983. The company went on to become the elevator industry’s first nationwide maintenance service dispatching center. OTISLINE call centers today serve Otis customers throughout the world.
With headquarters in Farmington, Connecticut, Otis Elevator Company is the world’s largest manufacturer and maintainer of people-moving products including elevators, escalators and moving walkways. The company employs 62,000 people, offers products and services in more than 200 countries and territories and maintains 1.6 million elevators and escalators worldwide.
Having the ability to exceed expectations in customer service is one thing, displaying it on a daily basis is the key to differentiation in the market. Otis has shown its ability for excellence in its call center to the point that it is recognized by the government. Such performance will only help to strengthen the company’s position in the market.
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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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