24 June 2004
ASB Bank Contact Centre Wins Prestigious Award
ASB Bank, New Zealand’s leading major bank for customer service, has won a prestigious award from the Telecommunications Users Association of New Zealand (TUANZ). The industry body awarded the Bank its TUANZ Contact Centre of the Year 2004 (50 or more seats) prize at the annual Contact Centre Conference, in Auckland last night.
The award recognises excellence and exceptional achievement within New Zealand's contact centre industry. ASB Bank was the only bank amongst the four finalists for the award, which included contact centres from some of New Zealand’s largest companies.
Stuart McKinnon, Chief Manager, Contact Centre, ASB Bank is delighted with the award.
“For the last five years we’ve been building on delivering superior customer satisfaction, and this award provides the recognition that we are succeeding. Simple customer service is not enough anymore – customer feedback is critical and through listening to our customers we’ve been able to deliver initiatives such as a proactive calling programme and a dedicated Home Loan Line. These types of actions have helped build customer satisfaction and were integral in winning the award.”
In determining winners for the Contact Centre of the Year awards judges looked at what a contact centre adds and delivers to its organisation, what it provides to both staff and customers, and how a contact centre delivers and measures customer satisfaction.
“The Contact Centre has only been able to deliver award-winning customer satisfaction with the support of non-customer facing parts of the Bank,” Stuart says. “ASB Bank has a common goal to provide its customers with the best possible banking experience and Contact Centre staff are delighted to have had their efforts recognised at this national level.”
Barbara Chapman, Head of Retail Banking and Marketing, ASB Bank, adds.
“The Contact Centre is an integral part of ASB Bank’s business. Staff answer 3.6 million phone calls and over 170,000 e-mails from customers each year. To be able to consistently satisfy customers in this volume is a fantastic effort, and to be recognised by organisations such as TUANZ is just reward for all those involved.”
ASB Bank is regularly recognised for its industry leading levels of customer satisfaction. For the last five years ASB Bank has topped annual University of Auckland Colgate Report, which measure customer satisfaction levels amongst the five largest banks in New Zealand.