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Annual Contact Centre Award Winners 2014

Annual Contact Centre Award Winners 2014

New Zealand’s annual contact centre awards were celebrated recently [SUBS: Friday 19 September] in Auckland, with a total of 37 awards handed out to individuals and companies.

The Directors of North Shore company Rapid Results not only MC’d this major industry event, but also had several clients among the winners [SUBS: as follows:].

BankingRaboDirect - Wellington
Business Support ServicesPaymark - Auckland
CollectionsDebitsuccess – Northcote, Ak
InsuranceLantern Insurance – Takapuna, Ak
Retail Support ServicesMitsubishi Motors NZ Ltd - Porirua
Silver Award: Third Place for Customer Service in New Zealand (Contact Centre with less than 50 seats)Mitsubishi Motors New Zealand Ltd

Rapid Results also sponsors the Gold awards in the two outbound categories and supreme categories:

Gold Award: Second Place for Customer Service in New Zealand (Contact Centre with less than 50 seats)Marley New Zealand Ltd
Gold Award: Second Place for Customer Service in New Zealand (Contact Centre with over 50 seats)ACC Business Service Centre
Gold Award: Second Place for Outbound Business to Business Calling in New ZealandSpark ROCC Outbound Team
Gold Award: Second Place for Outbound Business to Consumer Calling in New ZealandBNZ

More than 650 people attended the event at Skycity Convention Centre, with companies such as Coca Cola, DB Breweries and Mitsubishi taking out awards.

Organised by CRM Consulting, sponsored by Randstad the CRM Contact Centre Awards was introduced to New Zealand in 1997 to measure the quality of service delivered by contact centres over the telephone and internet, and to raise awareness of the impact this has on a company’s image.

A 2013 survey found the industry employs around 32,600 people working in 336 contact centres in New Zealand, with a growth rate of 6.5 percent. Organiser Laurie Smith of CRM Consulting says the awards’ popularity has grown significantly since they began 17 years ago.

CRM Consulting Director Laurie Smith says contact centres are often the driving force for companies – where the first point of contact gives a company a chance to demonstrate how much they value their customer.

“Increasingly companies are putting more and more resources into training and retaining staff, keeping track of call flows, and ensuring customer satisfaction is reflected in their results,” she says.

“That’s why awards like these are seen as so vital within the sector – it’s important to businesses to be able to say their call centre is award-winning as it gives customers a sense that the company cares about them, that they must be the best in what they do.”

Rapid Results Directors Craig McFadyen and Derek Good say the awards provide a platform for companies to demonstrate how much effort they put in to winning and retaining customers.

“It’s always really great fun being part of the event and everyone got behind this year’s Pink Panther theme. We expect next year will be even bigger and better, because this is such an important part of the business for companies and it gets very competitive – who is going to have the best contact centre this year?”


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