Call me - you can call me, any, any time says award-winning customer contact centre
Bank of New Zealand customer contact centre staff will be forgiven for humming the ABBA hit ‘Ring, ring, why don’t you
give me a call?’, after winning the top prize at the 2004 Customer Relationship Management (CRM) Contact Centre Awards
last Thursday night.
Bank of New Zealand’s customer contact centre won the Diamond award for providing the best service for all customer
contact centres in New Zealand, across all industries. The Diamond award is the equivalent to an Academy award for
customer contact centres in New Zealand.
Shona Bishop, Bank of New Zealand’s general manager for channel and process optimisation, says she is thrilled with the
result.
“We’ve won the award for the number one customer contact centre in the banking industry in 2003, and we came third
overall in 2002. To win it this year for providing the best customer contact centre in New Zealand, across every
industry, is just stunning. We’re over the moon,” says Ms Bishop.
Ms Bishop says that making the customer feel important over the phone is hard, because you don’t see who you’re talking
with.
“I’m pleased to see the people in our customer contact centre being recognised for their passion, for their desire to
help the customer, and for the outstanding way they make the customer feel valued. For us, it’s about making it easy for
the customer to do business with us, and we are clearly doing that.”
The CRM Contact Centre Awards recognise excellence in standards of customer service delivered by contact centres
throughout New Zealand. Bank of New Zealand’s customer contact centre won the award for contact centres with more than
50 seats.
To determine which company provided the best service, contact centres were anonymously ‘audited’ by telephone and email.
The evaluation criteria included answer time, ease of access, product knowledge, and operator attitude and efficiency.
85 companies from around New Zealand participated in the awards.