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SMALL BUSINESS
CCA Celebrates World Class Customer Service Achievement
Business Wire
The Customer Contact Association (CCA), global industry champion for
customer service standards, has named leading Irish energy provider Bord
Gais Networks, as best overall customer contact centre of the year.
The prestigious ceremony was the highlight of CCA Convention 2009 which
focused on delivering a world class customer experience and featured
global brands including O2, Microsoft, Jumeirah Hotel and Resorts Group,
Comic Relief and British Airways as well as top academic experts.
Bord Gais, which also won an award for delivering the best customer
experience in the mobile, telecoms and utilities sector, clinched the
top award in recognition of its success in placing its customer contact
centre at the heart of the organisation, boosting customer satisfaction
and reducing complaints.
Winners were announced in 20 categories including ‘Overall Professional
of the Year’ which went to Joanne Taylor an agent with
Coventry
Building Society. Judges described Joanne as, “…a brilliant, passionate
individual who comes across as completely focused on the customer,
people development and continuous improvement. I would have her in my
team tomorrow!”
PDCS, the Future Pension Centre, won the category of ‘Contact Centres:
Great Places to Work’ and judges praised its “..credible story put
forward with regards to the journey and positive impact for its teams.”
The awards featured two new categories this year to recognise
organisations which have achieved world class excellence in obtaining
and upholding the CCA Global Standard©. CCA Global Standard© is an
internationally recognised certification system which benchmarks
organisations against industry best practice.
Capita Life & Pensions in Glasgow picked up the award for ‘World Class
Excellence: Global Standard© Newcomer’, marking a double celebration for
Capita whose employee Robert McLean won the title ‘Professional of the
Year - Team Leader.’
Indigo Lighthouse Group was named as the winner in the ‘World Class
Excellence: Global Standard© Mature’ category in recognition of its
adherence to high quality standards since achieving CCA certification in
2002
.
CCA Chief Executive Anne Marie Forsyth said: “There is a growing
awareness of the critical role played by customer contact staff in
retaining customer loyalty and trust. The economic climate has tested
customer relationships as never before. We congratulate all our award
winners who have shown unwavering commitment to delivering world class
customer service, often in challenging circumstances.”
“As the overall sponsor of CCA Global Excellence Awards, TELUS is
delighted to be associated with excellence in customer contact through
the CCA’s awards programme. Delivering superior customer experiences has
never been so important for today’s organisations. TELUS is honoured to
help recognise these deserving individuals and companies”, said Jeffrey
Puritt, President, TELUS International.
The awards ceremony was hosted by BBC broadcaster Sandy Toksvig who
commented: "I am delighted to be hosting this prestigious awards event
this year. Customer facing staff in contact centres have undoubtedly had
a particularly tough job in the last year, and I'm sure that the
opportunity to reward some of those that have shown best practice will
be very welcomed."
NOTES TO EDITOR
About CCA (Customer Contact Association)
CCA Industry Council is a leadership forum for the heads of customer
contact strategy, both in private and public sectors. The Council offers
a unique blend of visionary research, intra group case studies and
benchmarking. Industry Council has recently dealt with topics such as
'New Sourcing Strategies', 'Cause and Effect of Demand', 'Merging Voice
and e-Channels' and 'New Generation Employees'. CCA Industry Council
represents between 25%-30% of those working in contact centres in the UK
and Ireland and is in a fundamental position to effect real change
within the sector.
Industry Council members include: Bank of America; Barclays Wealth; BBC;
British Airways; British Gas; Bord Gais; Capita; Coventry Building
Society; DWP; HMRC; ESB; NHS Direct; NS&I IBM; Lloyds Banking Group;
LV=; Clydesdale & Yorkshire Banks; National Rail Enquiries; O2; Royal
Mail; Shop Direct; Sky; Teleperformance; Tesco; Vodafone.
For further information visit
www.cca-global.com
CCA Award winners & sponsors 2009
Category: Best Customer Experience in Sector: Local Government
Winner: Rushcliffe Borough Council Customer Service Centre
Category: Best Customer Experience in Sector: Central Government
Winner: Environment Agency's Floodline in partnership with
Teleperformance
Category: Best Customer Experience in Sector: Emergency Services
Winner: Northamptonshire Police Force Communications Centre
Category: Best Customer Experience in Sector: Financial Services
Winner: Teleperformance Portugal
Category: Best Customer Experience in Sector: Retail, Travel &
Entertainment
Winner: Tesco Customer Service Centre
Category: Best Customer Experience in Sector: Mobile, Telecom & Utilities
Winner: Bord Gáis Networks Contact Centre in partnership with Fexco
Category: Best Enterprise-Wide Support to the Contact Centre
Winner: Tesco Customer Service Centre
Category: Contact Centres: Great Places to Work sponsored by Cisco
Winner: PDCS – Future Pension Centre
Category: Professional of the Year – Agent – sponsored by Plantronics
Winner: Joanne Taylor, Coventry Building Society
Category: Professional of the Year – Team Leader
Winner: Robert McLean, Capita Life & Pensions
Category: Professional of the Year – Manager
Winner: Kate Butland, UCAS Customer Service Manager
Category: Professional of the Year – Director - sponsored by inTouch
Winner: Paul Archer Jobcentre Plus Contact Centre Directorate
Category: Contact Centre Team of the Year
Winner: Solent Telephone Banking Centre
Category: Most Effective Training Programme
Winner: Get Up To Speed – Sky in partnership with Brightwave
Category: Action in the Community
Winner: Tesco Customer Service Centre
Category: Best Outsourcing Partnership
Winner: PROLOG & Nissan Motor (GB) Ltd
Category: Best Technology Partnership – sponsored by Sabio
Winner Royal Mail & Transversal Corporation Ltd “Ask Sarah”
Category: World Class Excellence: CCA Global Standard Newcomer -
sponsored by Aspect
Winner: Capita Life & Pensions, Glasgow
Category: World Class Excellence: CCA Global Standard Mature
Winner: Indigo Lighthouse Group
Category: Overall Professional of the Year
Winner: Joanne Taylor, Coventry Building Society
Category: Overall Centre of the Year – sponsored by Verint
Winner: Bord Gáis Networks Contact Centre in partnership with Fexco
Copyright Business Wire 2009
2009-11-05 03:00:00
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