Colt’s vision to be the most customer oriented business in the industry was realised earlier this month when it scooped two awards for customer care and delivery.
Colt was recognised as having the best performance for Customer Care and Delivery by partner NTT Communications, at the annual Arcstar Carrier Forum event in Tokyo. Twenty six carriers from across the globe attended the event, along with nine of NTT’s customers including Nissan Motors, Delta Electronics, and Mitsui Cooperation.
In an award category based on operational KPIs from 2015 – 2016, Colt received the Best Performance Award (Reason for Outage) in Customer Care, and in a category specifically focusing on Order submit to Handover received (in number of days) Colt won the Best Performance Award – Delivery.
Colt scooped the awards for exceptional customer care and delivery as a result of outstanding team work and our ability to go above and beyond to meet the expectations of our customer
Congratulations to the first and second level Service Desk, Incident Management, Network Operations and International Service Delivery teams responsible for maintaining the relationship with NTT Communications. The excellent customer care that these teams have demonstrated from both an operational and delivery perspective is a testament towards our vision of becoming the most customer oriented business in the industry.
We know that improving that service for our customers is not someone else’s job – it’s my job, it’s my colleagues’ job. We, collectively, are accountable for making a good customer experience happen.
To support this, every individual in Colt from the CEO down has an NPS (Net Promoter Score) objective – so everyone has a part of their incentive package directly related to customer service. The aim is to get from 32 at the end of Q217 – which is already industry leading – to 60 by 2020. It’s a challenge, but we will do it.
Jeyakumar Paul is Associate Director, Service Assurance