Brigade Helps Compaq Achieve Highest Scores in CNET Customer Service Evaluation
SAN FRANCISCO, Feb. 11 /PRNewswire-FirstCall/ -- Brigade Corporation, a global provider of customer relationship management and business process outsourcing solutions, is proud to announce that Compaq Computer Corporation (NYSE: CPQ - news), a longstanding Brigade client, was judged by CNET's ``secret shopper'' columnist to possess the best customer service of the top desktop computer manufacturers. Compaq bested Hewlett-Packard, IBM, and eMachines in a recent CNET independent, blind customer service evaluation published on their website, proving that Brigade is delivering clear value as a partner in providing quality support to Compaq customers.
``We were thrilled to read the CNET review, and we thank the Brigade team for continuing to help us achieve our customer service goals,'' said Maria Martinez, Director, Compaq Consumer Customer Service. ``Our partnership with Brigade has produced significant gains in providing top-notch customer service and our relentless pursuit of improving customer satisfaction.''
Steve Young, Vice President, Compaq Worldwide Customer Care added, ``This is further validation that the Brigade team is helping us make a significant contribution in our quest for customer service excellence.''
Compaq received the highest score of all companies reviewed for on-line support by CNET in their recent evaluation and the highest overall customer service score. computers.cnet.com Two minutes after a question was emailed by CNET about a defective floppy drive, Brigade responded with an automated acknowledgement that the email had been received. Half an hour later, a ``well-phrased and thorough troubleshooting e-mail arrived with a link to Microsoft's Knowledgebase article on fixing my problem,'' stated the CNET ``secret shopper'' columnist. Brigade also impressed the evaluator by suggesting that hardware service might be in order and provided a link to locate the nearest service center.
Adrienne Dale, Brigade Vice President of Account Management remarked, ``This recognition confirms the effectiveness of our Continuous Quality Improvement Programs and reflects the dedication and focus of everyone involved on the joint Compaq / Brigade customer service team. We look forward to continuing our relationship with Compaq to accomplish and surpass their customer service goals.''
``The strong partnership between our companies has enabled Compaq to delivery a higher level of quality to their customers while leveraging a truly global service delivery model which maximizes value and creates additional competitive advantages,'' said Raymond E. Bayley, Chairman and CEO of Brigade. Mr. Bayley, who joined Brigade in June 2001, is the former managing partner for business process outsourcing in North America for PricewaterhouseCoopers, where he oversaw the firm's fastest growing line of service. |
