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Council contact centre wins three national awards

1 September 2006

City Council contact centre wins three national awards

It’s official – Wellington City Council’s contact centre is providing callers with a top class, award-winning service.

The Council’s contact centre last night scooped the pool at the national CRM Contact Centre Awards ceremony in Auckland winning three first place awards.

It took first place for web/email customer service in New Zealand across all industries, first place for telephone customer service in New Zealand (City Council sector) and the top award for excellence by a customer service representative went to Council contact centre staff member Julie Evans.

The CRM Contact Centre Awards draw together a broad range of industries, acknowledging companies who provide the highest levels of customer service and understand the crucial role that it plays in how an organisation is perceived by its customers.

To determine which company provided the best service, contact centres were anonymously audited by phone and email.

The audit specifically measured areas such as answer time, overall attitude and efficiency, professionalism, knowledge, awareness, anticipating future needs and adding value to customers.

Contact Centre Manager Graeme Jarvis is delighted with the outstanding result and the effort the contact centre team has put in to raising its performance levels.

“It’s absolutely fantastic to receive this independent national recognition,” he says. “The awards are a credit to the team for the wonderful job they do 24 hours a day, seven days a week and the great thing is we know we can do even better.”


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