Nov. 5, 2009 (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.
