Award winning contact centres
What are the attributes of Award winning contact centres? As judges for the past 5 years of the European Contact Centre Awards, we know that award winning contact centres display many of the characteristics of best practice:
- High Levels of Customer Satisfaction
- Consistency across channels
- Low levels of employee churn
- True Customer Service mindset
- Maximised customer retention
- Culture of continuous improvement
For the companies that succeed, the actual winning of the award itself is the culmination of a journey that typically involves significant transformation and change.
Best Practice in Contact Centres
From our consulting work with our clients, we have a unique insight into what best practice actually looks like – and have identified the following five factors that need to exist:
- The cost centre approach has been replaced by recognising that the contact centre is the ‘ears and voice’ of the organisation where Customer Advocacy and Lifetime Customer Value are the new benchmarks
- There is a clearly defined culture – for example Britvic Soft Drinks define their organisational values as their DNA; and LEGO coined the phrased ‘FRKE’ (pronounced “freaky”) for their call centre values which stands for Fun, Reliable, Knowledgeable and Engaging
- There are high levels of staff morale – which is often reflected in the flexibility of working hours – support lifestyle needs – which helps staff feel valued
- The centre and the people who work there are creative – where the best ideas come from the agents. For example having large budgets to spend on rewards is not always necessary. In one centre, the prize was a box of Cadbury “Heroes” but the incentive was all about gaining recognition
- There is appropriate use of technology – for example introducing processes that measure the customer experience e.g. post call surveys to get customer feedback on their contact.
The external recognition comes from entering one of the various contact centre industry award competitions. There are several to choose from including:
- European Contact Centre Awards (ECCA)
- Professional Planning Forum Innovation Awards
- and the Top 50 programme for Customer Service.
Talk to us today about how we can help you achieve these successes.
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