For the 1st time, Alfaloc participated in the Call Center Trophies 2017 competition.
And the results made us very proud! 
Call Center Trophies 2017 – this is an initiative of Call Center Magazine, with the support of the Association of Customer Service Professionals.
The event distinguishes excellence in customer service by evaluating service in various media: telephone, email, chat and social networks.
Companies from a wide variety of areas compete for the awards – from coffee to childcare and home technology – with a tendency for the participation of large companies, where customers most demand a professional service available 24 hours a day.
Parameters such as speed of response, coherence of speech, appropriate language, commitment to the solution, exclusive attention, availability and sympathy in the voice are evaluated.
Regarding the «debut» of the Customer Service team in this competition and the excellent results achieved, we conducted an interview with Filipe Coelho, Director of ALFALOC Customer Service.
Director of this team for less than 2 years, Filipe Coelho has continued a work of systematization, growth and customization of a service, by nature, full of automatisms.
In an organization that is distinguished by its proximity to its customers, it is easy to understand the complexity of this challenge.
Question: How did the candidacy for the 2017 Call Center Trophy come about?
Filipe: Actually, I don’t even know (laughs). My team, during the month of October, realized that there were some strange calls coming in. By form and content.
In such a small team and with the proximity we have to our customers, we detected that something was wrong. However, we maintained our usual service practices.
Then, much later, we came to know that our marketing colleagues played this trick on us (again laughs).
Question: What is the importance of these trophies?
Filipe: At the time I had doubts. But now, I realize that this external “evaluation” of our daily work is fundamental. My team and I do everything so that customers
feel that closeness, cordiality and availability that we defend. And in reality, we even get that feedback from the people we interact with on a daily basis… but being a
An external entity to be proven, in a competitive context with large and very important Call Centers, is even more motivating.
Question: Now more at a distance, do you see yourself in this evaluation?
Philip: Yes, in many ways. When we found that we have an 87.4% rating for our customer service by email… It’s incredible. I am not exaggerating when I say that each of us reads more than 500 emails and
respond to more than 250 daily. Or when we realize that we have a 100% evaluation in the availability indicator, in the telephone service. But also in apparently less positive ratings, when we are evaluated at 0% in the use of templates (laughs). That is exactly what we defend and seek. A personalized, close and cordial service.
Question: Social networks are increasingly a very important channel in customer interaction. Agree?
Philip: Yes, of course. Undoubtedly. Today our activity on Facebook, LinkedIn, twitter or the Chat that we have available on the website is enormous. It has grown every month. With very demanding customers,
but also more available for a less formal interaction. Simpler and more objective. Today, our presence on these channels has the same level of personalization and complexity as phone or email.
Question: Where do you feel there can be improvements?
Filipe: That’s the most interesting part of this challenge. To realize that there is always something where we can improve. With a waiting time on the phone of 1 second (laughs), a speed of response on social networks of 100% or levels of sympathy and cordiality via email also at 100% … We know it’s hard to do much better. But we also recognize that in terms of the diversity of solutions, in the quantity and quality of information made available, we can and should go further. The transport business is increasingly in the information made available. The quality, availability and reliability of that information.
Question: Was it just necessary to explain better what a fantastic team this is?
Filipe: It’s a huge team… made up of a few. We have 6 people on the front line and another 4 in backup. With telephone service, chat line, social networks and monitoring of any incidents.
It is a very young team (average of 26 years old) with a positive and proactive spirit. Only in this way could we give this response of such positive proximity.
Thank you for your answers, Filipe
Best wishes for continued excellent teamwork! 
You can check out some of the results below:
