Press Releases

RS Components Hong Kong Customer Service team awarded Gold in the annual Hong Kong Call Centre Association Awards

RS recognised as service quality leader in the industry with this third consecutive win

Hong Kong, 13 November 2013 :

RS Components, the trading brand of Electrocomponents plc (LSE:ECM), the world's leading high service distributor of electronics and maintenance products, has won the Gold award in the Mystery Caller Assessment category in the annual Hong Kong Call Centre Association (HKCCA) Awards. This award marks a consecutive third-year win for RS Components’ Hong Kong Customer Service team.

Organised by the HKCCA, the awards recognise customer service personnel for their commitment to service excellence. Participating companies were judged based on stringent criteria such as call handling, understanding of customers’ needs, enquiry handling, closing greeting and overall performance. The competition for the awards included many well known brands such as HSBC, Bank of China, DBS Bank (HK) Ltd, CLP Power HK Ltd and HK Electric.

In the Mystery Caller Assessment Award category, companies were evaluated on their hotline service quality over a period of six months. During the assessment period, mystery callers reviewed RS Components’ customer service standards by posing as customers.  Areas such as high first call resolution, product knowledge and attitude of service officers were monitored.

Judged against a service index formulated specifically for the category, the RS Components Customer Service team came first in areas of consistency and quality, and in their delivery of service excellence.

Sally Ng, Hong Kong Customer Service Manager at RS Components said, “This win is significant as the team has displayed world class dedication and effort, amidst an intense system transition to another customer service platform. This achievement demonstrates our strong commitment to customer service and dedication to continuously improve processes to ensure service excellence.”