Hanover Finance, BNZ win at Contact Centre Awards

Hanover Finance and Bank of New Zealand win at the 2007 CRM Contact Centre Awards

Auckland, 07 September 2007 –Hanover Finance and Bank of New Zealand have again won the Diamond Awards for customer service excellence in the 2007 CRM Contact Centre Awards. CRM Consulting Limited announced the awards at a gala dinner last night to 460 guests at the Hyatt Regency Hotel in Auckland.

The CRM Contact Centre Awards recognise excellence in standards of customer service delivered by Contact Centres throughout New Zealand. The Supreme awards are split into two categories – Contact Centres with fewer than 50 seats, and those with more than 50 seats. Hanover Finance who for the fifth consecutive year have won the Financial Services sector have also retained the Diamond Award for Contact Centres with fewer than 50 seats for the second consecutive year. Bank of New Zealand have for the fourth successive year won the Diamond Award for Contact Centres with more than 50 seats along with retaining the Banking sector award since 2003.

The CRM Contact Centre Awards draw together a broad range of industries, continuing the now nine-year-old awards’ tradition of acknowledging companies who provide the highest levels of customer service and understand the crucial role it plays in how an organisation is perceived by customers and/or prospects.

To determine which company provided the best service, Contact Centres were anonymously ‘audited’ by phone and email and evaluated based on a wide range of criteria which included answer time, greeting, warmth of welcome, quality of listening, call control, product knowledge, sale awareness, call conclusion, professionalism, anticipating future needs and overall attitude and efficiency. Email responses were evaluated based on time to respond, personalisation, content, style, spelling, commercial awareness, respondent identification, anticipating future needs, conclusion/follow up and overall politeness and professionalism.

Following the successful inauguration of the Outbound Awards last year, the recipients of the Diamond Award in each category for this year were Telecom Outbound Customer Care for Business to Business Calling in New Zealand and Bank of New Zealand for Business to Consumer Calling in New Zealand.

2007 RESULTS

SUPREME AWARDS :
Diamond Award: First Place for Customer Service in New Zealand (Contact Centre with less than 50 seats) : Hanover Finance
Gold Award: Second Place for Customer Service in New Zealand (Contact Centre with less than 50 seats) : Coca-Cola Amatil (NZ) Limited
Silver Award: Third Place for Customer Service in New Zealand (Contact Centre with less than 50 seats) : EFTPOS New Zealand – Merchant Services

Diamond Award: First Place for Customer Service in New Zealand (Contact Centre with over 50 seats) : Bank of New Zealand
Gold Award: Second Place for Customer Service in New Zealand (Contact Centre with over 50 seats) : Mercury Energy
Silver Award: Third Place for Customer Service in New Zealand (Contact Centre with over 50 seats) : The National Bank of New Zealand

Diamond Award: First Place for Outbound Business to Business Calling in New Zealand : Telecom Outbound Customer Care
Gold Award: Second Place for Outbound Business to Business Calling in New Zealand : Lion Nathan Liquor
Silver Award: Third Place for Outbound Business to Business Calling in New Zealand : Coca-Cola Amatil (NZ) Limited

Diamond Award: First Place for Outbound Business to Consumer Calling in New Zealand : Bank of New Zealand
Gold Award: Second Place for Outbound Business to Consumer Calling in New Zealand : New Zealand Wine Society
Silver Award: Third Place for Outbound Business to Consumer Calling in New Zealand : The National Bank of New Zealand

ONLINE (WEB/EMAIL) :
Online (Web/Email): First place for Web/Email Customer Service in New Zealand : Wellington City Council
Online (Web/Email): Second place for Web/Email Customer Service in New Zealand : Bank of New Zealand
Online (Web/Email): Third place for Web/Email Customer Service in New Zealand : EFTPOS New Zealand Limited

INDUSTRY SECTOR AWARDS :
Automotive : Toyota New Zealand
Banking : Bank of New Zealand
Business Solutions & Services : EFTPOS New Zealand – Merchant Services
City/Regional Councils : Auckland Regional Council (Enviroline)
Consumer Goods : Coca-Cola Amatil (NZ) Limited
Courier Services : Castle Parcels
Customer Support Services : Telnet Services Limited (Sony Ericsson)
Financial Services : Hanover Finance
General Support Services : ChildFund New Zealand Ltd
Insurance : Sovereign
Mail Order/Online Booking : New Zealand Wine Society
Office Products : Warehouse Stationery B2B
Public Services/SOE : Department of Internal Affairs
Retail/Distribution Services : Orica Chemnet
Telecommunications & Internet Services : Telecom Business Solutions (126)
Transport & Travel : Maxx

MOST OUTSTANDING CUSTOMER SERVICE REPRESENTATIVES CHOSEN BY THE CRM CONSULTING JUDGES :
Chris Brown : National Bank Merchant Services
Madelaina Adams : Waitakere City Council
Todd Dooley : Hanover Finance

MOST OUTSTANDING OUTBOUND REPRESENTATIVES CHOSEN BY THE CRM CONSULTING JUDGES :
Russell Pickering : New Zealand Wine Society
Theresa Vella : Telecom Outbound Customer Care

ENDS

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