3C Contact Services (www.3CContactServices.com), North America’s premier cost-effective provider of contact center solutions for small- and medium-sized businesses, is commenting on Uber’s new customer service plans.
Uber is building a worldwide customer service center that will serve many of their international markets from Manila. The new center is part of a broader commitment to customer service for Uber, who is also opening similar support centers in North America, Europe, Asia, and Central America. (Source: Bhuiyan, J., “Uber Is Building Out A Customer Support Center in Manila, Philippines,” BuzzFeed News, February 12, 2016; http://www.buzzfeed.com/johanabhuiyan/uber-is-building-out-a-customer-support-center-in-manila-phi#.frv4ejOD1x.)
“This is a sign that Uber is taking customer service seriously,” says Dmitri Kuleshoff, operations manager at 3C Contact Services. “When you look at the most successful companies and businesses, the one thing they all have in common is that they understand the importance of good customer service. This is a huge commitment by Uber.”
Uber has also announced that it plans to open more customer support facilities in the years ahead, both in the U.S. and internationally. By building its customer support network, Ubers hopes to better service markets into which it is expanding.
“One of the best investments any company can make is in customer support,” says Kuleshoff. “A lot of people think that it doesn’t have a big effect, but customer service has a huge impact on a company’s bottom line. With the right service, profits can be increases and customers easily retained.”
Uber is using trained customer service representatives who have two to 10 years of experience. Its customer support centers are going to be operational 24/7 to provide prompt service at any time.
“One of the main reasons for Uber’s success is its customer service,” notes Kuleshoff. “When you ask people why they use Uber, it’s usually because the company makes booking rides easier or helps customers when they have a bad experience. Having 24/7 support is another great perk that will appeal to the public.”
Uber has already put out job listings for its Manila location. It is seeking customer service representatives, along with human resource managers and site leaders.
“This is a huge undertaking for Uber,” says Kuleshoff. “Opening up physical locations around the world and hiring teams of staff is very expensive, so this really shows how much importance it is placing on this.”
It is unknown how much Uber is spending on this new customer support push, but it is a major investment for the company and is attracting media attention. Opening up physical locations requires a high initial investment, which few companies can achieve.
“Smaller companies can still provide their own effective customer service,” notes Kuleshoff. “Call centers allow smaller businesses to provide this same type of service for a fraction of the cost. Every company needs to be thinking about its customer support.”
3C Contact Services provides its partners’ agents with the necessary customer service skills needed to resolve a number of situations.