Enriching and enjoyable experience
A customer would always find themselves having the need to seek help from by contacting the customer service hotline, whenever they have queries or doubts. I am also a customer once, with similar positive or negative experiences as most of you with regards to customer service.
Only after working at TeleDirect, I was able to appreciate the discipline and effort by call agents when I was attached to work closely with Singapore Airline's call center. This work experience allowed me to conduct quality assurance and sentiment analysis using data from customer reviews to improve the airline service quality within a short period of time.