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Hanover Group’s Customer Call Centre Continues Run

Hanover Group’s Customer Call Centre Continues Award-Winning Run

A core philosophy of taking the time to talk has seen Hanover Group’s customer call centre continue an award-winning run to take out two major call centre honours in two weeks.

Hanover Group last week won the prestigious Contact Centre of the Year Award, less than 25 seats, at the Telecommunications Users Association of New Zealand (TUANZ) held in Auckland.

A week earlier, it won the Silver Award for Best Contact Centre, less than 50 seats, in the Asia-Pacific section of the Contact Centre World Awards. More than 600 competitors, from 60 countries, entered the awards.

Frances Maddren, Hanover’s Contact Centre Manager, says the latest wins make Hanover’s customer call centre the most awarded in New Zealand. She attributes the success to “old-fashioned” service.

“Our approach is to take the time, and make it memorable. We don’t have a recorded voice system where callers are asked to select service options. When people ring Hanover, they know they are going to get straight through to a real person, and one who will listen to them and won’t try and rush them off the phone,” she says.

“In most contact centres, staff are given specific call targets and talk times. They may be told they need to take more than 100 calls a day, with an average talk time of two minutes. We don’t do that,” Maddren says.

In 2006, Hanover won Contact Centre Manager of the Year at the TUANZ awards, and in 2005, it also won TUANZ Contact Centre of the Year.

It has also had outstanding success in New Zealand’s other major contact centre awards forum, the Customer Relationship Management (CRM) Awards. Last year, it won the Supreme Diamond Award, less than 50 seats, at CRM, as well as winning the best in the financial services industry category for the fourth year running.


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