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:].
INDUSTRY SECTOR AWARDSBankingRaboDirect - WellingtonBusiness Support ServicesPaymark - AucklandCollectionsDebitsuccess – Northcote, AkInsuranceLantern Insurance – Takapuna, AkRetail Support ServicesMitsubishi Motors NZ Ltd - PoriruaSUPREME AWARDS
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 CentreGold Award: Second Place for Outbound Business to Business Calling in New ZealandSpark ROCC Outbound TeamGold 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?”
ENDS