AAA CEMEXME v 13 for press.pmd - Cemex Philippines

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6 CEMEX+ME 1st Half of 2004 /MANILA, PHILIPPINES CEMEX Service Center – At Your Service When CEMEX customers dial the number 849-3501, a cheerful voice will greet them “Thank you for calling the CEMEX Service Center, This is (the name of the person answering), How can I help you?” The voice is one of the eight CEMEX Service Agents on duty. This is the CEMEX Service Center, a new feature that is part of CEMEX’s way of giving customers the best and most efficient service. The CEMEX Service Center was launched in January 2003 to fulfill four functions – order taking, inquiries handling, complaints handling, and product technical assistance. Its strength was boosted with the launch of CEMEXtext and CEMEXnet, both of which were implemented during the second half of 2003. Now customers have three channels to reach CEMEX, further strengthening their ties with the company. “How can I help you?” “The center receives around 15,000 calls a month,” reveals Mike Teotico, CEMEX Service Center Manager. “More than half (52%) of sales are done through mobile selling and over one-third (35%) of sales are coursed through the voice channel or What’s the agents,” he elaborates. The voice channel is available from 7 am to 7 pm on weekdays, from 8 am to 5 pm on Saturdays, and from 9 am to 12 noon on Sundays. Says Mike, “This replaces the old process where the customer would order through the sales manager. Now the sales manager can concentrate on business development so the sales process becomes more efficient. There is more productivity for both the sales manager and the clients.” Challenges Though it has been operating for quite some time now, CEMEX Customer Relations Management Director Roland Vera Cruz admits that the center, as well as the two other channels (mobile and Ronald Vera Cruz: We manage order-taking. If we do a bad job, then we get criticized. It’s a challenge. “Now the sales manager can concentrate on business development so the sales process becomes more efficient. There is more productivity for both the sales manager and the clients.” -Mike Teotico CEMEX Service Center Manager
New at CEMEX Internet), has a lot to improve on. “There’s work to be done so we can live up to being the one-stop shop contact between the company and the clients. We have not maximized the full potential of the tools yet,” says Roland. Mike concurs, “We’re not yet in the ideal state that we want to be.” Roland and his team still welcome comments – negative and otherwise – because these will guide them. “I worry if we don’t receive complaints from the internal and external clients. If that happens, it means they don’t care anymore,” says Roland. Better service “We have some new things coming up,” Mike reveals. For instance, the CEMEX Service Center will soon have a recorder so the quality of the calls can be monitored. Roland adds that a survey will also be done soon to get feedback on the performance of all their channels (voice, Internet, and mobile). “We haven’t been really able to measure the impact of these tools,” says Roland. Roland and Mike assure their customers that the CEMEX Service Center is doing its best to assist them with their needs. They’re very excited about some improvements that they will implement for their clients… so watch for the new and improved CEMEX Service Center – coming soon! CEMEX Customer Service Agents: Giving you quality service Jean Reyes, 33 years old Jean reveals that she handles an average of 40 calls per day. “Most of the calls are orders, others are inquiries and follow-ups,” she reveals. Complaints? She says that she gets only very, very few. But when she does receive that kind of call, she sees handling customers’ concerns as one of the most fulfilling parts of her job. “We take note of their concerns and then we get back to the clients and give them the good news,” this mother of two declares. Terry Miravalles, 29 years old Terry was a commercial assistant for South Luzon before she became a service agent. In fact, some of the calls she gets are from customers whom she met while she held her previous position. She says that to be a good service center agent, one only needs the patience to listen. “Unang-unang intindihin ’yung pangangailangan ng client. Dapat mahaba ang pasensiya. Kung meron siyang reklamo, pakikinggan mo lang siya…” (You have to put the needs of the clients first. Patience is important. If the client has a complaint, just listen…) Terry believes that each day on the job at the CEMEX Service Center is definitely exciting. “Maraming challenge dito (There are plenty of challenges here),” she smiles. Photos on this page by Alfred Mendoza
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AAA CEMEXME v 13 for press.pmd - Cemex Philippines

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