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Ring, ring, ring, ring, ring…

19 July 2002

Ring, ring, ring, ring, ring…

Fed up with hearing the phone ring when waiting for someone to answer? If you call the New Zealand Insurance Industry’s best Call Centre, AXA New Zealand, you won’t pull your hair out waiting on hold, because it recognises that your time is important.

AXA New Zealand was named the winner of the Insurance Sector Startel Group CRM Customer Service Awards, announced at a presentation held in Auckland last night.

The purpose of the Startel Group CRM Customer Service Awards is to identify companies that provide the most effective response to customer interaction over the telephone. The criteria measured includes: answering calls quickly, a friendly greeting, good listening skills, product knowledge, the call ends positively with outstanding points clarified, and that a personalised offer of information and contact to address future needs is made to callers.

“AXA New Zealand is committed to providing excellent service to our clients. It’s something we work really hard to achieve, so these awards is a fantastic reward,” says AXA CEO Vaughan Underwood.

“Nobody likes waiting on hold on the phone – it can be very frustrating. At AXA we make every effort to answer all calls within 15 seconds, and most of the time we do. We have a highly trained Call Centre team whose job it is to meet the needs of a wide range of callers in a friendly and professional way. I’m extremely proud of their achievement.

“In today’s competitive environment we know that it is vital that we provide excellent customer service. For many of our customers their first point of contact is with our Call Centre staff so we recognise that they play crucial role in creating and maintaining long-term relationships with our clients.”

AXA New Zealand’s Call Centre employs 21 staff and receives about 1500 calls a day. Sixty percent of calls are from Financial Advisers and 40 percent are from existing and prospective clients.

This is the second year running AXA New Zealand has been awarded first place in the Insurance sector.

International company, SR Teleperformance, created the worldwide Startel Group CRM Customer Service Awards in 1988 to recognise companies that provide the most effective response to customer interaction over the telephone. Startel Teleperformance, who represents SR Teleperformance in both New Zealand and Australia, introduced these prestigious awards to New Zealand for the first time in 1997.

The Startel Group CRM Customer Service Awards are now an annual event recognising excellence in standards of customer service demonstrated over the telephone and internet by New Zealand businesses and organisations. This year about 80 companies competed nationally.


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