Percepta China Launch Runs Smoothly
DEARBORN, MI — June 5, 2012 — Percepta, the international customer loyalty company, has reported the continuing success of its new Shanghai customer contact center. Percepta opened the office in Q4 of 2011 as part of its expansion of operations addressing the customer service requirements of its global client partners in the world’s fastest growing economy.
Since the launch, the Shanghai staff has met all key performance indicators as spelled out in Percepta’s initial statement of work. The office has produced consistently high ratings of customer satisfaction and service performance levels. Overall satisfaction levels of 8.7 and 8.6 (out of 10) and service performance levels of 93 and 94 percent for two of Percepta’s key global partners were reported for April 2012. The high levels of customer service have resulted in considerable positive recognition from the partners’ dealers as well as their individual customers.
“We are pleased to have introduced our global expertise in customer loyalty into such an important market,” said Alan Meldrum, Percepta vice president and general manager. “Our objective is to assist our premium brand partners with their customer relationships. We have worked hard to understand China’s diverse culture and its people. We have also been able to attract some very capable local individuals to Percepta to ensure we communicate properly. I think we will continue to be successful in our efforts on behalf of our clients.” The Percepta office is located in state-of-the-art facilities in Shanghai’s Jinqiao district.
“The enthusiasm of the Percepta team cannot be overstated,” said Jenny Zou, senior customer contact center manager. “It’s exciting for me to work with such a young and dynamic team while having Percepta’s extensive knowledge and experience supporting us. We believe our clients—and their customers—will be more than satisfied with our work.”
Percepta now has an in-market presence in 14 countries with more than 1,700 employees serving customers in 21 countries in 17 languages.