My name is Bas van der Loos and I have worked at Voiceworks for a total of 4 years. In my current role as Operational Account Manager, once of my main tasks is ensuring customer satisfaction. It is our continued aim to maintain an increasingly high level of customer satisfaction through periodic consultation and clear escalation processes. A clear escalation process allows us to respond more effectively to individual cases and, as needed, accelerate support and delivery processes. This, in turn, increases customer satisfaction.
We conduct one-on-one conversations with our partners to determine their exact requirements and expectations so that we can ensure long-term satisfaction and continued collaboration. Escalations are recorded in a database to provide a precise overview, for evaluation purposes, and to help us improve future responses. One of the reasons I enjoy working at Voiceworks is the many opportunities for professional growth within the organisation. As you can read from my account; I have already taken advantage of these opportunities. Within my department, handling escalations is very rewarding. When customers are referred to us, they may not always be satisfied; but they always are when we’re finished! ,
The Operational Account Management department
The Operational Account Management department focuses on customer relationships at an operational level. Its primary tasks include performance reports, a sounding board for (network) technical issues and adjusting operational processes. Along with the Commercial Partner Manager, the team is responsible for all Wholesale Partner accounts. By separating commercial and operational, we can provide a better, more focused service for all our partners.