TELAG wins Golden Headset Award
TELAG AG
Zürich
Key information
- Publication date:27 January 2026
- Workload:100%
- Contract type:Permanent position
- Place of work:Zürich
Job summary
Capita's Zurich location shines as TELAG wins the prestigious Golden Headset Award! The opportunity celebrates a successful partnership with Migros, fostering an innovative work environment.
Tasks
- Manage the Cumulus customer service hotline for Migros.
- Handle thousands of inquiries daily, ensuring top-notch service.
- Continuously improve service quality through training and monitoring.
Skills
- Experience in customer service and strong communication skills required.
- Excellent problem-solving and multitasking abilities essential.
- Ability to work collaboratively in a team-oriented environment.
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Success for Capita's Zurich location: TELAG wins the "Golden Headset Award" in the category "Best Partnership"
Zurich – The Swiss industry association Callnet annually honors the most innovative, customer- or employee-friendly customer services and crowns the best contact center projects with the "Golden Headset Award" during the festive "awards night." In the category "Best Partnership 2016," TELAG, part of Capita plc, and Switzerland's largest retail company Migros were awarded for the jointly implemented Cumulus program, which primarily convinced the jury in terms of commitment and the twenty-year collaboration.
Since the introduction of the Cumulus customer loyalty program in 1997, TELAG has operated the associated info line for Migros, which is the central contact point for all concerns related to the program. In addition to handling telephone and written inquiries, the service team answers all questions received via the contact form on the homepage or through the Migros app. Furthermore, since 2012, all questions regarding Famigros, Migros' family club integrated into the program, have also been handled.
By now, approximately 2.8 million people, representing 80% of all Swiss households, have registered with Cumulus. Per day, the TELAG customer advisors responsible for the program handle between 1,000 and 5,000 inquiries; after the bi-monthly point balance statements are sent, the volume temporarily rises to well over 5,000 customer contacts per day. This requires flexible and committed scheduling, which is now implemented by 45 employees at the Zurich location. Regular new and refresher training sessions are conducted both internally and by the project managers of Migros. Through this personal contact as well as regular monitoring and knowledge tests, the quality of the service has been maintained and continuously improved over the many years.
"We are extremely pleased about this award," emphasizes Hans Jürgen Dregger, CEO of TELAG AG. "Our great thanks go to all employees of the entire Cumulus team, who do excellent work every day and thus significantly contribute to the success of the info line and the customer loyalty program. We are very proud of the trusting and successful cooperation with the market leader Migros over so many years and look forward with great pleasure to the next 20 years."
