Volkswagen Group South Africa’s Customer Interaction Centre (CIC) was recently honoured with two gold awards at the Contact Centre World’s Top Performers conference and awards ceremony held in Vienna, Austria.
The conference was hosted by Contact Centre World, a global organisation for best practices and networking in the contact centre industry. Delegates and presenters from 22 countries in the EMEA (Europe, Middle-East, Africa) region shared best practices over five days at this year’s event.
Volkswagen Group South Africa’s Customer Interaction Centre received gold awards in the Best Medium-sized Contact Centre category (50-249 seats) and for best Human Resources practices.
The 2013 awards attracted over 1 500 entries across the EMEA region. Entrants are required to submit written entries in their respective categories to Contact Centre World. These entries are then subjected to a stringent internal judging process and the finalists are invited to present at the conference. At the conference, the finalists presented to an audience of approximately 200 of the industry’s top performers in the world.
The finalists are required to demonstrate how their contact centre strategy and operations are beneficial to the business objectives. A selected panel of judges from the audience then score the presenters based on their content and relevance of the presentation. These scores are combined with those awarded for the written entry and the winner is determined based on the highest combined score.
Volkswagen was up against competitors from Switzerland, Lithuania, Ukraine and Portugal. Ryan Kleynhans, the Volkswagen Group South Africa’s Customer Interaction Centre Manager said: “One key benefit of submitting entries for these awards is that it provides the Customer Interaction Centre with the opportunity to benchmark its performance against the very best the industry has to offer. These awards are about the collective successes of all people in our business,” he added.
Mike Glendinning, Director: Sales and Marketing at Volkswagen Group South Africa added: “ The latest awards underline our continued excellent effort to ensure our customer interaction centre provides a world class service to our customers, dealers and our three brands.’’
Volkswagen Group South Africa’s Customer Interaction Centre, which has been in operation for five years, has won a combined seven awards at EMEA and World Finals levels in the last five years. The awards include, Best Outbound Campaign (EMEA – Gold, World Finals – Silver) in 2008, Best Contact Centre (EMEA – Gold, World Finals – Gold) in 2010 and Best Operational Manager (EMEA – Gold, World Finals – Silver) in 2012.
As a winner in the EMEA region, Volkswagen will now compete against the gold winners from the Asia Pacific and Americas regions in the United States in mid-November this year.