Aimed at helping lift the quality of service delivery, PLDT Inc. (PLDT) and its wireless arm Smart Communications, Inc. (Smart) have enhanced internal processes through an employee ambassadorship program and a dedicated service platform.
Boosting the company-wide customer-centric push is PLDT and Smart's more than 14,000-strong workforce, with over 100,000 customers referred under the program and average response time improved by 50%.
"Our vision at PLDT and Smart is anchored on customer-centricity – one that prioritizes customer experience and always aims for constant improvement. We strive to operate efficiently as we commit to power Filipinos’ increasingly digital lifestyles," said Alfredo S. Panlilio, PLDT and Smart President and CEO.
Initially launched in early 2020 amidst the pandemic-driven demand for overall connectivity, the program ensures that all employees could quickly respond to customer requests and support business growth.
Grace Plata of the Office of the Chief of Staff and Accounts Portfolio Management at PLDT noted that the platform not only improved collaboration across teams, but also enabled more employees, including non-frontliners, to escalate customer concerns. "The platform provides end-to-end visibility for employees to quickly respond to customers about problem resolution. Customers are assured that their requests are being looked after and resolved,” Plata said.
As the platform makes the routing of requests more efficient, average response time has improved by 50% and support agents have been able to provide more meaningful responses to customers. "The portal goes beyond simply passing customer concerns to the right people in support and providing updates. It’s like combining an employee and customer experience into one," said Carlo Guevarra, IT Manager at PLDT.
With the initiative enabling all employees to become customer champions and exemplify malasakit as a core strength, group-wide employees are encouraged to maximize the program and become PLDT and Smart brand ambassadors.
PLDT and Smart's initiatives toward operational excellence and enhanced customer service are part of the Group's aspirational multi-year transformation, which identifies leveling up customer experience as among the key priorities.
