Extra highly trained customer service agents at Ufindus.com

Yesterday I attended a meeting to discuss improving our customer services. Like many other large companies, Ufindus have a phone system that allows queueing of incoming calls and we separate our staff into departments depending on skill levels. In addition when you call our support centre twice about the same issue you will speak to different people in all likelihood.

Now years ago, customer service wasn't all like this. Companies have been forced to operate such systems and have even been forced to move services to India etc to the utter frustration of their customers. Indeed at Ufindus we even have a back office support centre in Thailand ourselves although they do not offer direct customer support.

Now given that we recognise this frustration and given that the whole of the management team at Ufindus are aware that our record of dealing with our customers has not always been up to the standard we would aspire to we decided to undertake a comprehensive review of our procedures. The final details of which are being confirmed but once the system is in place you will no longer call Ufindus and speak to a different person each time to resolve issues. Your case will be allocated to an agent with all the skills and powers to resolve your issues and you will be able to reach a resolution to your issue with that person. In addition for each case you will get a quick access code and there will be no waiting in queues for that person. If they are busy when you call, our system will automatically schedule their next job to be a call back to you.

Although implementation will not be quick or easy we hope to have much of the new systems and procedures in place at Ufindus by the end of march '07. Many of the changes will come much more quickly than that. We hope that our customers will appreciate our new, old fashioned approach to customer service.