Book of the Night - CCMA Ireland

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Book of the Night

Thank you to all our sponsors.

2014 Gold Sponsor

2014 Sponsors

The board of the CCMA wish to sincerely thank each individual sponsor for their support in hosting the 2014 Irish Contact Centre and Shared Services Awards.

2013

Media Partner

Welcome to the Irish Contact Centre and Shared Services Awards 2014

2014 2014 Welcome to the 19th annual Irish contact centre awards. CCMA Ireland is honoured to be the driving force behind these industry awards that allow us to showcase the best talent within the Irish contact centre and shared services sector. Tonight will provide us with an opportunity to shine a light on the companies and people who deserve recognition for being the best in the industry. We highlight the tremendous work that our people undertake to deliver exceptional service to our many customers. Throughout the past year CCMA has been working tirelessly to support our industry sector. In February, CCMA spearheaded a hugely successful jobs fair which attracted over 1,500 attendees as 30 leading member companies sought to fill 800 high-value roles. In May the CCMA Customer Experience Leadership Summit 2014, celebrated and shared both local achievements and global trends for the future of the customer service industry. The conference generated much positive discussion both online and offline, with many attendees taking to social media to share valuable insights from the panel of leading national and international speakers. Our monthly networking events, hosted by our hard-working members, are at the core of our activities as we move forward and share best practice to guarantee that we continue to build on the standards of service excellence that exist within our sector. Once again we would like to thank Interactive Intelligence gold sponsors of our annual awards for a third year. I would also like to extend my gratitude to our many sponsors as, without them, it would not be possible to host this event. Many thanks to Yvonne Keaveney, chair of our judging panel and our judges who give freely of their time each year. Thank you for your dedication and commitment to a highly demanding task given the outstanding standard of entries. I would also like to acknowledge the Board of CCMA for their continuing support and welcome our new Board members. Over the past number of months, the board have reviewed the strategy for the association going forward and agreed on the key strategic pillars we will address to support the continued growth and recognition of our industry sector. We will update you on these plans early in the New Year. Finally my thanks to Dorothy O’Byrne for her tremendous work and sheer determination to ensuring that CCMA operates to the best of its ability. Many congratulations and best wishes to each of the short-listed companies and category winners. We are eager to celebrate your success tonight and look forward to gaining insights into your operations at upcoming CCMA events. On behalf of the CCMA board, thank you for your continued support of our industry association, we look forward to continuing to adapt and grow together in delivering exceptional customer service in Ireland and across the world. Seamus Osborne Chair Person CCMA

2014 CCMA 2014

GOLD SPONSOR A MESSAGE FROM OUR GOLD SPONSOR: Interactive Intelligence, a Global leader in the provision of Cloud-based and on-premise multichannel contact centre and Business Process Automation technology, is delighted to be the gold sponsor of the Irish Contact Centre & Shared Services Awards 2014. The awards recognise excellence and reward businesses that are doing the best job for the customer – something that as a provider of technology we fully appreciate and strive to help our customers achieve. I congratulate all short-listed companies and category winners on their achievements this evening. With such a wide range of businesses up for nomination, tonight is an opportunity to not only reward excellence, but allows us to share great ideas for the benefit of our customers. I would also like to commend the CCMA for championing the highest standards of excellence within the Irish contact and shared services centre industry and wish them continued success. Interactive Intelligence is a global provider of contact centre, unified communications, and business process automation software and services designed to improve the customer experience. The company’s standards-based all-in-one communications software suite was designed to eliminate the cost and complexity of multi-point systems. Founded in 1994 and backed by more than 6,000 customers worldwide, Interactive Intelligence is an experienced leader in delivering customer value through its on-premise or cloud-based Communications as a Service (CaaS) solutions, both of which include software, hardware, consulting, support, education and implementation. At Interactive Intelligence, it’s what we do. www.inin.com

Category Sponsor

1. Best Customer Acquisition or Sales Campaign

Shortlisted 2014 123.ie

Maven TM

WINNER

123.ie

For 123.ie the acquisition of new business customers has evolved over the last year from a broad acquisition approach to a much more targeted one. As the business has matured the company has invested heavily in research to identify the most profitable source of customers and demographic groups. As part of this campaign 123.ie sought to address barriers highlighted through research and to reposition the 123.ie brand for specific customer target groups. A clear definition of success was agreed and very ambitious targets were set. A multi-disciplinary team worked closely on the design, execution and review of this customer acquisition campaign. “Mosaic” profiling of target customers was a crucial element of the implementation plan and helped to identify media consumption habits. A new suite of advertising to address perceived barriers was designed and rolled out across all media channels (including online, tv, press, door drops, Pay Per Click (PPC), e-shots and inserts). The results far exceeded targets set, in particular online, where click to quote conversion rates were the highest achieved to date. The Live Chat channel proved to be a vital tool in converting quotes to sales. 123.ie invested heavily in tracking the effectiveness of each advertising channel to determine the return on investment. A comprehensive post purchase customer survey from which feedback was quickly actioned and routed to the appropriate part of the business for resolution ensured that any potential barriers to completing the sale were tackled. The judges wish to congratulate 123.ie on this award; the integration of people, process and technology ensured successful execution. 123.ie’s complete focus on the “customer” and their continual use of feedback both external and internal to drive process improvements has resulted in an significant increase in their customer base within the targeted demographic groups as a direct result of this campaign.

HIGHLY COMMENDED

Maven TM

The judges would like to Highly Commend Maven TM, first time entrants to the awards. A lead generation campaign for their client Vodafone Ireland for the SME market has generated valuable qualified sales leads and appointments for the Vodafone field sales team. Maven TM has proven themselves to be an expert in traditional and new technologies and a partner that is transparent and flexible. We wish them continued success in providing this valuable service to companies looking to grow and expand their business.

Category Sponsor

2. BEST TRAINING PROGRAMME

Shortlisted 2014 Blizzard

Sky Ireland

eBay

SSE Airtricty

FEXCO

WINNER

Blizzard

In 2014 Blizzard undertook a complete review of its agent customer services training programme to support them in their role as customer advocates. The key training objective was to enable agents to resolve all billing queries and issues across all supported currencies globally and in doing so ensure they are in line with the customer’s journey. Central to creating the training programme was the need to harness new methods of learning and embrace all learning styles. The planning and design of training adopted an inclusive approach with extensive emphasis on stakeholder collaboration and engagement to ensure buy-in and consensus on learning outcomes The training clearly demonstrated how new methods of learning were incorporated to meet all learning styles that focused on  the business strategy, values and vision. In awarding Blizzard with Best Training Programme 2014, the judges noted the level of creativity, innovation and alignment adopted from a learning and business perspective, resulting in tangible business benefits reflected in notable improvements in CSAT and FCR results. In addition, the judges were particularly impressed with how the agents’ specific interest in gaming was leveraged to achieve maximum results for the business and the learner. This is an excellent training programme, one that embodies all the necessary ingredients to facilitate effective learning and drive business outcomes.

Category Sponsor

2. BEST TRAINING PROGRAMME

Shortlisted 2014 The standard of entries in this category is testament to the ongoing investment by companies located in Ireland in the education and development of their customer service teams. Reflecting this, the judges wish to Highly Commend two companies in this category.

HIGHLY COMMENDED

FEXCO

The FEXCO “Sales Through Service” programme raised business training to a higher level through collaboration with an academic institution to combine academic and work based learning to deliver a Hetac accredited qualification. This programme delivered business sales results, increased intellectual capital and supported the learner’s progression into third level learning. This training initiative moved business training from solely in-house qualifications  to formal academic qualifications delivering business benefits and acting as a launch pad for further individual professional and personal development.

HIGHLY COMMENDED

Sky Ireland

The judges would like to commend Sky on their WOW training programme designed to support agents to deliver a WOW factor in customer interactions to sustain customer satisfaction, loyalty and increase average revenue per customer. The WOW programme encompassing Words of Worth, Wisdom and Wonder is clearly aligned with business objectives and is integrated seamlessly from the training room to the centre floor. The WOW culture is now an integral part of everyday activities delivering customer satisfaction, staff engagement, return on investment for the business and supporting Sky’s position as a leader in this highly competitive industry sector.

Category Sponsor

3. Best Customer Retention Programme

Shortlisted 2014 Dell

Vodafone

New Ireland

WINNER

Dell

Customer retention is of fundamental importance for growing a sustainable business.  Successful retention starts with the first contact a company has with a customer and continues throughout the entire lifetime of their relationship.  Dell has continuously demonstrated that their ability to attract and retain new customers, is not only related to their product or services, but strongly related to the way they service their existing customers and the reputation they create within and across their market. In the pursuit of new strategies to drive retention, Dell identified a new approach that was not only successful in retaining customers but created a new profitable revenue stream.  The programme looks at increased retention through reduced customer effort. The team worked with sales and marketing teams to better utilise their contact centre and technical capabilities. This resulted in the development and launch of a new service offering delivering an enhanced level of support to customers. This innovative “Customer Effort Reduction” initiative feeds directly into the company’s overall NPS strategy.   The initiative was a complete change of direction, one that placed the contact centre front and centre of their sales strategy and highlighted their technical knowledge as a commodity. It was clear to the judges that this strategy evolved from a passion to deliver an extraordinary customer experience and to retain and grow their business by reducing customer effort. Dell has successfully leveraged their expertise to not just solve issues quickly, but to become a revenue generating unit. It is evident from the customer testimonials provided that the new programme exceeds customers’ expectations, delivering sophisticated resolutions with reduced effort. The judges were impressed with the level of engagement between the contact centre and their customers in the development and launch of the new service. They clearly demonstrated that they listen and act on customer’s perceptions of service delivery. They have further demonstrated an ability to think latterly in terms of managing and leveraging customer effort. The judges feel that they are breaking new frontiers in how they are co relate the relationship between NPS and Customer Effort. In naming Dell as the winner of the award for Best Customer Retention Programme 2014, the judges commend the company for their focus on the ‘Customer’ throughout their proactive approach to drive loyalty, retain customers and create a new revenue stream.

HIGHLY COMMENDED

New Ireland

The judges believe that New Ireland are once again deserving of a special commendation in this category. The company continues to place their contact centre and the delivery of excellent customer service at the heart of its programme to make existing customers feel valued. New Ireland continuously listen to their customers to ensure they understand their needs and develop products to meet their evolving requirements thus delivering a robust retention strategy.

4. Best Small or Growing Contact or Shared Services Centre

Category Sponsor

Shortlisted 2014 Call Management

Maven TM

HEINEKEN Ireland

RaboDirect

Marriott Vacations Worldwide

WINNER

HEINEKEN Ireland

HEINEKEN’s Customer Service Centre operates as a one-stop shop for customers across the Republic of Ireland. The centre provides a range of services to customers, to include: sales and order processing; account management and technical service support. In addition, the operation also provides support and administration to an internal customer group of 95 Sales Representatives, Technical Services Representatives and Regional Managers. The contact centre comprises 32.5 FTE staff, across full time, part time and job sharing contracts. An agile and responsive operation, it has demonstrated well its ability to adapt and change to commercial and market forces. As the strategy for the business evolves and changes, so too does the role and purpose of the contact centre, for instance, previously where the field sales representative would confirm orders with customers on their daily route, now the customer service centre takes responsibility for orders from these customers. Positioned very much at the heart of the organisation, this is a high performing team that has consistently exceeded targets set, providing real strategic value to both their customers and the organisation itself. This is an operation where building strong relationships with customers is key to commercial success and clearly the role each individual team member plays in making this happen is vital. It is of no surprise then that there is a strong emphasis on staff training and development, brought alive by their philosophy that development is owned by each employee, supported by their manager and enabled by HEINEKEN Ireland. The contact centre comprises a highly experienced and committed workforce, with an average tenure of over 10 years. We were particularly impressed with HEINEKEN’S approach to staff engagement, which, in addition to various communication and recognition programmes, includes regular weekly ‘town hall’ meetings with staff to review both the performance of the contact centre and the wider business. In recognising HEINEKEN Ireland as “Best Small or Growing Contact Centre 2014”, the judges would like to congratulate them on their excellent performance achievements, strong commitment to staff development and engagement, receptiveness to change and their unrelenting focus on building and sustaining quality customer relationships.

HIGHLY COMMENDED

Call Management

The judges would like to highly commend Call Management, a leading provider of CRM services to the private and public sector. Their focus on staff training and development underpinned by the ‘Excellence Through People’ accreditation has increased staff engagement. Call Management’s drive to deliver innovative solutions over a multi-channel platform to meet and exceed client needs has led to this Irish owned business doubling in size over the last 3 years. We wish them continued success.

5. International Shared Services Centre of the Year

WINNER

Category Sponsor

Eli Lilly Global Business Solutions

Since its establishment in Cork in 2010, Eli Lilly has evolved from a service provider organisation to a Global Business Solutions (GBS) operation. The team has grown to over 200 people supporting 23 languages and in addition to financial services, now has expanded its focus to non-financial areas including global travel and meeting services. In July Eli Lilly moved into a new state of the art facility in Little Island Cork that provides significant expansion possibility. During the year the company undertook the transition of the European Central Data Team operations to GBS Cork to facilitate knowledge sharing and more consistent business practices, realising significant cost and productivity savings. The vision is to transform data management from a country/local focus to a global process standard, and the transition to GBS Cork is a big step towards this vision. The introduction of Customer Meeting Services as one of the non-financial services now on offer demonstrates the innovation and added value that Eli Lilly offer customers and external partners alike. The company has completed the recruitment of a 30 strong team with multi lingual capability to manage this service. Eli Lilly’s ongoing commitment to improve customer experience continues to generate advancements in key business processes including governance, performance measurements and online supports to benefit affiliates world-wide. Eli Lilly strive to use the best and latest technologies to drive business and process efficiencies and the GBS team in Cork has been responsible for implementing improved systems across EMEA in 2014. In recognising Eli Lilly Global Business Solutions as the winner of this category for the second consecutive year, the judges congratulate them on their success in showcasing their unique skills and experience and creating high value roles with strong career paths for their employees. The Cork centre is setting standards for service delivery and customer support and is a showcase within the Eli Lilly global organisation demonstrating the business value that shared services can offer.

6. OUTSOURCE PARTNERSHIP OF THE YEAR

Category Sponsor

Shortlisted 2014 Abtran & Electric Ireland

FEXCO & SEAI

Convergys & Vodafone Ireland

WINNER

Abtran & Electric Ireland

Abtran is one of Ireland’s leading indigenous providers of business process outsourcing (BPO) services. Established in 1997 with just six employees, today the company employs over 1,500 people. Electric Ireland is the division of ESB responsible for managing the electricity and gas supply accounts of more than 1.4 million accounts in Ireland for residential and commercial customers. Abtran commenced delivering services to Electric Ireland in 2004, initially as a supplier of overflow support. The relationship has grown, evolved and matured into an integrated, outcome based, strategic partnership providing multi-channel, end-to-end sales and services solutions. For over 10 years Abtran and Electric Ireland have worked successfully together on building a partnership to provide the highest level of customer services in the Irish utility sector. The partnership has demonstrated an impressive track record of continuous improvement, which has delivered enhanced customer experience whilst increasing productivity. This has been achieved through close engagement between the two parties, a joint governance model model and a service model which ensures alignment of goals and objectives. The judges were particularly impressed with the approach to growth and development between these two partners whereby staff are embedded within each organisation at the relevant levels and on specific projects to leverage the skills and expertise of both parties and to provide better services to Electric Ireland’s customers. We are delighted to announce Abtran and Electric Ireland winners of the award for Outsource Partnership of the Year having clearly demonstrated a true partnership model which has been developed over the 10 year duration of this commercially mutually beneficial relationship.

HIGHLY COMMENDED

Convergys & Vodafone Ireland

The judges would like to commend Convergys and Vodafone Ireland on a partnership that continues to grow and thrive. The level of confidence and trust that exists between both organisations has helped to develop a business model whereby Convergys are providing a complete customer lifecycle solution to their client Vodafone Ireland. It is clear that both parties work well together to anticipate and meet changing customer needs in the fast paced telecommunications market. We wish them continued success.

Category Sponsor

7. BEST NEW PRODUCT OR SERVICE

Shortlisted 2014 123.ie

UPC

AIB

WINNER

UPC

The winner of this category not only focused on creating a great customer experience but also recognised the need to manage cost and ensure that they targeted the right customer to support through this service channel. UPC Chat is a real-time online text support service that enables targeted customers through a proactive pop up to speak to an agent to resolve issues on first contact, and if needed be able to receive links to specific content which may include video demonstrations through the chat window. Whilst often associated with call deflection, UPC have identified that the take-up of chat has exceeded the drop off in telephone contacts, equating to an overall 6% increase in net-new engagements since launch in March this year. With the fact that a chat agent can handle multiple contacts simultaneously, overall cost has been reduced. Using the insights from these contacts UPC has also been able to improve their website self-help and further reduce repeat contacts on the same topic adding to further cost reduction.  Not content with the initial success, UPC is looking to expand further. Recognising that customers are using mobile communication more and more, they are planning to offer text chat through mobile, and even through their own TV. In selecting UPC as the winner of Best New Product or Service the judges commend the company on putting the customer first. Chat has enabled customers who may not be tech savvy, may not have English as a first language or have hearing difficulties to engage with an agent to resolve issues through a channel within which they are able to truly feel valued as a customer of UPC.

Category Sponsor

8.  BEST USE OF TECHNOLOGY

Shortlisted 2014 AIB

UPC

Paddy Power

Vodafone

WINNER

UPC

With over 1 million subscribers for their services, UPC connects hundreds of thousands of Irish people to the digital world each day. While their customers move more of their lives online, they also want the freedom of managing their relationship with UPC 24/7. Meeting this need, UPC has ‘digitised’ their business with innovative services to enhance the way they connect with their customers. These services include online sales, technical support, account management, real time web interaction and social media contact, enabling customers to engage when and where they want. Following an in-depth analysis of existing interactions, UPC decided to revolutionise how customers manage their individual account services online by significantly overhauling their support services and launching the “My UPC” platform. “My UPC” is the platform through which UPC customers can access, process, manage and utilise their UPC products and services on-line. The design of “My UPC” was highly innovative and the methodology used was customer-centric in every aspect. The implementation of “My UPC” encompassed large-scale software development and system integration which created a series of challenges for the organisation, all of which were overcome. The judges were impressed by the identified benefits in terms of customer experience, efficiency, productivity, profitability and management capability. In awarding the accolade Best Use of Technology to UPC the judges congratulate them on their approach to the implementation of new technology, the resultant improvement in customer service and the identified improvements for the future.

HIGHLY COMMENDED

AIB

The judges unanimously agreed that AIB eMortgage is deserving of a special commendation. A crossfunctional team was established in July 2013 made up of business and change experts empowered to design the new eMortgage process from a zero base, casting aside traditional, outmoded constraints. The team were tasked with designing a ‘blue sky’ process that was truly world class in terms of both customer experience and process efficiency. This was done using rapid lean process design techniques and high level process design. The AIB eMortgage proposition offers customers the opportunity to complete a full Mortgage Application online and receive mortgage approval online. This is the first straight through digitised end-to-end eMortgage proposition to the Irish Market. The judges wish the team continued success.

Category Sponsors

9. BEST ADOPTION OF SOCIAL MEDIA

2014 Shortlisted 2010 AIB

Three

Chill Insurance

UPC

Paddy Power

Vodafone

WINNER

AIB

This award category recognises an organisation that has demonstrated the successful integration of innovative social channels into its contact centre, enhancing and supporting its customer service delivery while delivering real business value to the organisation. In their winning submission AIB described their goal to become a fully proactive social organisation. For the contact centre this meant proactively resolving customer issues online in real time while ensuring that they engaged with current and potential customers as and when they required it. However, to reach their ultimate goal, they needed to integrate this social experience throughout the entire organisation. Achievement of this goal is evidenced by top executive buy-in and establishing employee advocacy across the wider organisation using social media education and awareness programmes. This initiative helped AIB as a whole become more social and on-board the new charter. AIB’s ongoing commitment to social media has contributed to a significant improvement in customer service. This is measured by the team’s solid results against key performance indicators including more traditional metrics like Net Promoter Score and newer metrics measuring customer Customer Sentiment. The judges congratulate AIB on winning this award for the second year in a row. In particular, they acknowledge how their social media adoption strategy has matured, demonstrating innovative ways to leverage social data to improve the customer experience while helping to shape social media policy within the highly regulated financial services industry through their work with the Irish Bank Federation.

HIGHLY COMMENDED

UPC

The panel of judges noted the quality of the social media submissions this year and would like to highly commend UPC on their entry. Their social media team has grown significantly over the past three years and they have proven a return on this initial investment by securing budget for additional resources - effectively doubling the number of online hours support that they can provide to their customers. They have experienced continuous growth in the number of inbound queries migrating from traditional to social channels and the team has demonstrated some great results in focusing on the retention and advocacy segments of the customer journey. The team are working on a model for calculating the impact of call deflection delivered by the social media team which will further support the impact on ROI.

Category Sponsor

10. BEST TECHNICAL SUPPORT CENTRE/ HELPDESK

2014

Shortlisted 2014

Sun Life

UPC

WINNER

Sun Life

Sun Life Financial Service Desk commenced operations in April 1999 providing critical 24/7 support to over 16,000 Sun Life Financial employees in the United States and Canada, growing to support Indian and Asian offices. The Service Desk is made up of 72 dedicated IT professionals handling approximately 400,000 contacts a year. The Service Desk operates in English and French and troubleshoots problems for over 4,000 Applications (250+ Critical Applications). Problems can range from simple access requests or password changes to complex network incidents. Over the last 12 months the team has implemented several improvement initiatives including Service Desk Customer Contact Management, a New Hire Project and an enhanced quality measurement programme. The team clearly evidenced their dedicated focus to customer service and how they seek to integrate the Service Desk with the wider IT processes. The significant use of a collaboration suite of tools which include the company intranet, wiki, communities and cloud document storage is to be applauded. Highly commended in this category in 2013 we are delighted to award Sun Life the accolade for Best Technical Support/Helpdesk 2014. We congratulate the team on their approach to staff recruitment, development and progression. Emphasis is placed on providing employees with the opportunities to achieve their career aspirations and to develop and apply their skills. This approach is clearly evidenced by the team’s ability to deliver excellent customer service.

HIGHLY COMMENDED

UPC

The judges wish to highly commend the UPC Technical Services Department. The operation comprises a team of 96 members handling technical and self-install calls, including social media interactions. The recent improvement in NPS and Technical Service calls answered clearly demonstrate a team which is highly customer focused and striving to become the future winner of this category.

Category Sponsor

11. SUPPORT TEAM OF THE YEAR

Shortlisted 2014 123.ie - IT Team

PayPal - Operational Excellence Team

Blizzard - WFM & Service Level Team

SouthWestern - Payment Processing Team

eBay - Workflow Operations Team

Three - CRM Business Transformation Team

Paddy Power - CS Operations Team

UPC - Sales Project & Process Improvement Team

WINNER

UPC

The UPC Sales Project and Process Improvement Team is a business support team dedicated to the company’s Sales and Customer Loyalty department (CLT). A diverse team at the forefront of all business change, the team’s role is to help to embed changes in a smooth and seamless manner so that the CLT department and wider company can achieve its targets. The customer is at the heart of all that this team do, with a strong focus on continuous improvement. Responsibilities are far-reaching, ranging from workload management to quality control of third parties and from financial efficiencies to achieving business targets. Proactive, dynamic and commercially aware this team is an integral part UPC’s sales and retention activities. The team has developed a proven model to deliver effective, customer centric quality processes and solutions. Through strong leadership, effective relationship management and clear communication the team has translated UPC’s business strategy and vision into people, process and system deliverables that underpin operational excellence. Beyond the day job, individual team members have a diverse range of interests, from an actor, a wedding singer, to a rescue diver through to a wellness instructor – all helping to contribute to a winning team dynamic! The judges unanimously agreed that this team encompassed the true spirit of support functions. Integrated within the organisation through each and every change initiative, they support their colleagues by helping them to learn, grow and continuously improve.

HIGHLY COMMENDED

Blizzard

The judges believed that the Blizzard Workforce Management and Service Level Co-ordination Team is deserving of a special commendation. This team of engineers and technicians tirelessly maintain in real-time the “clockwork” of the global Blizzard customer services operations located in Cork and France across four contact channels. The team has designed and implemented a wide range of improvements affecting staff, systems and customers to support business success. Working collaboratively they are at the forefront of innovation and performance improvement in this critical support function for any customer service organisation. The judges commend this motivated and customer focused group of industry professionals.

Category Sponsor

12. TEAM OF THE YEAR

Shortlisted 2014 AA Ireland - Outbound Sales Team

BT - Customer Service Director’s Team

Abtran - Digital Services Team

PayPal - Social Media Team

Blizzard - Team Chili Con Bratwurst

Pepper Asset Servicing - Hardship Solutions Team

Blizzard - Team Minion Rush

Vodafone - Customer Options Team

WINNER

Blizzard Chili Con Bratwurst

The Blizzard Customer Support Centre, located in Cork, provides multi-lingual customer support to players of Blizzard computer games all over the world. The story of the Chili Con Bratwurst Team is one of how a team with little in common, overcame the odds and their cultural differences to become the best performing team in Blizzard globally. With one half German and one half Spanish, this group came together to form Team Chili Con Bratwurst. The team primarily support players in the EU and Russia, activities include – In-game tickets, web chat and phone contacts. The team support German, Spanish and English customer contacts. Formed in early 2013 the team management have worked hard to eliminate disharmony within the team by building a common goal which has seen them become an extremely integrated and high performing team. The team are renowned within the Blizzard organisation for their efficiency, quality and customer experience performance metrics, consistently exceeding targets with a team productivity score of 118%. The implementation of FCR and CSAT focus groups and enhanced coaching for the team ensures that all members work together and support each other to achieve team targets. Holding the site record for attendance and recognised as the most consistent performers across the Blizzard EU Customer service teams, Team Chili Con Bratwurst are worthy winners of the accolade Team of the Year 2014. Passionate about their work and driven to excel in every way, this is clearly a team that has bonded well, collaboratively working together to improve the service they provide to their customers across the globe. The judges wish them continued success.

HIGHLY COMMENDED

Pepper Asset Servicing

The judges wish to highly commend the Pepper Asset Servicing Hardship Solutions Team (HST). This team support the difficult task of working with borrowers who are in financial difficulties and are unable to service their full mortgage repayments. Over the last number of years the team have helped hundreds of borrowers get their financial affairs back on track. The key measure of success is the quality of the solution provided to customers and the collections rate and the HST team constantly exceeds targets. First time entrants to the awards we congratulate this team on their true embodiment of the principles of excellent customer service.

13. CREDIT MANAGEMENT TEAM OF THE YEAR

Category Sponsor

Shortlisted 2014 eFlow and Abtran

PayPal

Eli Lilly

SSE Airtricity

WINNER

SSE Airtricity

Credit Management within the Utilities Industries today faces a number of complex practical and legislative challenges  resulting in a requirement for an effective, regulatory compliant and customer  supportive  Credit Management Strategy.  SSE Airtricity adopts a truly customer centric credit management approach to payment collection. Using a combination of customer appropriate segmentation treatment strategies, multi customer communication channels and effective use of processes and technology, they deliver excellent collection rates, while maintaining customer goodwill. Performance has exceeded targets in a number of areas, particularly in the key areas of reduction in bad debt provision and customer complaints. These results have been supported by customer focused improvement initiatives including an inclusive approach to customer communication channels and partnering with An Post, MABS and St. Vincent de Paul to provide payment arrangements and channels to support customers experiencing financial difficulties. Clever and innovative adoption of technology has enabled increased levels of customer multi-channel contact and improvements in the customer query resolution experience resulting in a 400% higher collection rate and increased levels of customer service and retention. In selecting SSE Airtricity as the winner of the Credit Management Team of the Year award the judges wish to commend them on their customer centric approach to credit management, supported by well trained staff and clever adoption of technology and business processes, to achieve not just significant benefits to the business but also to the customer. A great accomplishment, particularly within today’s challenging and tough economic environment!

Category Sponsor

14. Best Quality Programme

Shortlisted 2014 Paddy Power

UPC

Ulster Bank

RCI

WINNER

UPC

UPC’s Customer First Strategy creates the foundation for their Quality Programme to deliver on the company objectives of being the ‘BEST’, delivering Brilliant Customer Experiences, Efficient Operations, Sustainable Growth and Top Performing People. A strong Voice of the Customer programme is in place which tracks NPS, CSAT and Customer Effort at every customer touch point and links these scores in addition to First Call Resolution scores at an individual agent level. A Customer Advocate Committee made up of front line employees ensures that all agents embrace the ‘I own NPS’ and ‘I own the results’ message. A Cross functional Voice of the Customer committee which has been established to review customer feedback and to use that information to improve the customer journey have delivered significant benefits, reflected in improved NPS and increased cost efficiencies. The judges were particularly impressed by UPC’s empowerment of the frontline staff to take ownership for managing customer complaints which has led to a significant decrease in complaints escalation. We are delighted to award UPC the award for Best Quality Programme for their demonstrable success in putting the customer at the centre of their organisation and in doing so delivering outstanding performance improvement with increased customer satisfaction.

HIGHLY COMMENDED

Ulster Bank

The judges also wish to commend Ulster Bank for their comprehensive, customer focussed quality programme which has delivered significant improvements in CSAT, and a sizeable reduction in complaints whilst increasing staff engagement.

Category Sponsor

15. Best Customer Service Delivery

Shortlisted 2014 123.ie

Sun Life

Dhl Express Ireland

Sky Ireland

New Ireland

Ulster Bank

WINNER

Dhl Express Ireland

Delivery of superior customer service through effective management of the customer journey is key to differentiating a business from its competitors. Having a deep understanding of your customers in order to continuously improve their experience is vital to creating customer loyalty and being the service provider of choice. Dhl Express Ireland’s creation of a customer centric culture through its “Insanely Customer Centric ` Culture” programme,where every individual and business function act as “one” to deliver a positive customer experience, has clearly differentiated DHL from its competitors. DHL approaches service delivery from an end-to-end customer journey perspective. All phases of the customer journey are taken into account through their data research across 15 different customer touch points, incorporating 40 interaction dimensions, leading to a wide range of impressive positive customer satisfaction scores and improved business results.  Fundamental to their achievements is how they use the data and knowledge gathered to shape and refine business processes in order to drive improved customer experiences. People are central to Dhl’s success. With a highly engaged and motivated workforce, that calibrate together to act as “one team”, they deliver a “Best Day Every Day” service to customers. Team members are actively involved in and contribute to each step of the customer journey from initial customer contact, complaint and problem solving to process re-engineering. In selecting Dhl Express Ireland as winners of this award the judges wish to congratulate them on their persistent commitment to improving their customer service delivery offering. Their focus on creating an “Insanely Customer Centric Culture” has delivered great end-to-end customer experiences and confirmed their position as industry “Best in Breed” for customer service delivery.

Category Sponsor

16. CONTACT/SHARED SERVICES CENTRE AGENT OF THE YEAR

Shortlisted 2014 Greg Acton - SSE Airtricity

Rodney McCormack - AIB

Kseniia Aksenova - Blizzard

Mitchel Murray - Paddy Power

Ignacio Aragoneses - PayPal

Chris Noonan - Sun Life

Nicky Bradshaw - eBay

Martin O’Halloran - UPC

Lee Foster - Sky Ireland

Pavel Vavilov - Blizzard

Tom Hipwell - PayPal

Matthew Whelan - Paddy Power

WINNER

Martin O’Halloran UPC

Martin O’Halloran joined UPC in September 2013 as a Technical Services agent providing first line support to customers with a variety of queries including TV, Broadband or Phone technical issues, accounts/billing queries, upgrades and installation queries. Martin is producing outstanding results and is meeting and exceeding all KPI targets for the technical support position. Evidence of his exceptional knowledge and skills, was his 100% achievement in a Technical Services quiz, which was a fantastic accomplishment. Martin is a team player who assists his colleagues at every opportunity whilst also going the extra mile to meet customer needs. He has actively contributed to several initiatives which have improved team performance. It is clear that Martin has made a big impact in his first year working with UPC and in naming him Contact Centre Agent of the Year 2014 we wish him continued success and a rewarding career in the customer services industry.

HIGHLY COMMENDED

Rodney McCormack - AIB Matthew Whelan - Paddy Power

The calibre of nominees in this category once again impressed our judging panel and reflected the enormous contribution that front line staff make to the delivery of extraordinary service to our customers. The judges would like to highly commend two nominees. Rodney McCormack AIB An experienced senior customer service agent, Rodney is the “go to” person on his team due to his expert knowledge and approachability. Highly organised, he constantly looks for ways to enhance the customer experience. The judges would like to highly commend Rodney for always “going the extra mile”. His strong work ethic and excellent communication skills make him a precious asset to his team and the AIB organisation. Matthew Whelan Paddy Power Nominated by his peers, Matthew has worked as a customer support agent with Paddy Power for over two years. Noted for his ability to multi-task and work on his own initiative, he is a valued member of the Paddy Power team. Fearless, efficient and great fun, it is clear that Matthew has a bright future ahead of him and the judges wish him continued success.

Category Sponsor

17. CONTACT/SHARED SERVICES TEAM LEADER OF THE YEAR

Shortlisted 2014 Max Bauer - Blizzard

Adrian McKiernan - SSE Airtricity

Giorgio Cecchini - PayPal

Sandra O’Brien - AIB

Mark Hedderman - PayPal

James Peck - Sky Ireland

Kathleen Keane - Pepper Asset Servicing

WINNER

Giorgio Cecchini PayPal

Giorgio Cecchini joined PayPal as a Team Leader in 2011 and was promoted to Senior Team Leader in November 2013. He leads fifteen Teammates on within the Italian Telesales Team (IT TS), bi-located in Dublin and Dundalk. The team is responsible for the end-to-end new small and medium business acquisition process for PayPal in the Italian market. Under Giorgio’s leadership the team has delivered over double their revenue sales target and converts more leads to sales than any other market. Initiatives introduced by Giorgio have improved the customer experience for PayPal’s Italian merchants. In fact, the Quality Process System Giorgio introduced for the Italian market is due to be adopted by other teams within the business. Giorgio’s open communication style with daily Team Huddles and monthly ‘Stop Start Continue’ sessions encourages two-way feedback within the team and this is reflected in the 100% scores he has received from his team-mates for trust and engagement. Giorgio’s all round combination of people and business skills make him a worthy winner of the Team Leader of the Year award for 2014.

HIGHLY COMMENDED

Sandra O’Brien AIB

The judges would like to Highly Commend Sandra O’Brien, a Team Leader in AIB’s Remote Relationship Management area. Her team have successfully exceeded their customer experience and performance targets. Sandra’s approach to empowerment and developing people through coaching is a key factor in this success.

Category Sponsor

18. C  ontact Centre Manager of the Year

Shortlisted 2014 Nawel Boutayeb - PayPal

Hazel Mitchell - eBay

Sarda Gukhool - Dell

John Weldon - Sun Life

Bernie McHugh Sonner - Ulster Bank

Kamila Wozniakowska - SouthWestern

Winner

Sarda Gukhool - Dell

The celebrated prize for leadership Excellence within our industry – “Contact Centre Manager of the Year” is awarded to Sarda Gukhool of Dell. It is the fourth time in the last five years that this prestigious title has been awarded to managers from Dell; a remarkable tribute to the talent and expertise within the company and a record for these awards. Since joining Dell in 2004, Sarda has made rapid progress through the management chain within Dell. He currently is responsible for leading the Dell EMEA Software and Solutions Support Technical Operations hosted from Dublin. This team consists of 50 highly technical members operating at a Master engineer level, spanning more than 20 nationalities, located in 6 countries and providing technical and consulting support services in 10 languages. Sarda is an experienced senior leader who endorses the importance of collaborative working across cross functional business areas to achieve shared goals. An impressive stakeholder manager, Sarda has been heavily involved in some of the major transformation programs across the wider business both regionally and globally. Some of his notable achievements include: delivering a Global Networking up-skilling program spanning 15 countries across 4 regions; leading the Post-Merger Support Integration of 6 acquisitions successfully in the region and facilitating the transformation of technical support agents to solutions agents in EMEA. A clear thinker, Sarda is an outstanding communicator and demonstrates excellent planning, organisational, decision making and delegation skills. He believes profoundly in the power of his people to deliver performance excellence and endorses strongly their development and training. Leading by objectives and priority setting, he provides clear direction and encourages his staff to apply creativity and innovation to resolve issues and improve performance. Sarda is a passionate believer in continuous learning & development. With impressive academic and professional accreditations already under his belt, he is looking to sharpen his skills further by embarking on further education and learning. In awarding Sarda this prestigious title, the judges were particularly impressed with his proactive approach to market challenges, enabling him to always stay three steps ahead. His clarity of thinking, collaborative style and his ability to learn from experience and adapt to change has deservedly earned him the title “2014 Contact Centre Manager of the Year”.

19. CONTACT CENTRE OF THE YEAR

Category Sponsor

Shortlisted 2014 Blizzard

Paddy Power

Dell

PayPal

New Ireland

UPC

Winner

Blizzard

The ultimate tribute for excellence and distinction within our industry – “Contact Centre of the Year” is awarded to Blizzard for their agility, innovation and passion in achieving all-round outstanding performance. Blizzard Customer Support Centre, Cork, a large and busy operation, provides customer services for all Blizzard games to Europe and Russia across eight supported languages, in addition to “follow the sun” support in Asia, Australasia and the Americas. Performance is measured via three key metrics: First Contact Resolution; Customer satisfaction and Staff Productivity with results far exceeding targets set. Impressive improvements in the last year have been evidenced by +7.78% increase for FCR, +6.59% increase for CSAT and a whopping +20.43% increase for productivity. Notably, the judges were particularly impressed with how CSAT is reported on; only those customers that rank their experience a “5” on a 5 point scale get included in the CSAT results. This is an operation where customers drive the business agenda and staff shape it! Feedback from their customers is central to the modus operandi. Their core values of “every voice matters” and “learn and grow” set the framework for how the operation interacts with customers and listens to and acts on their feedback, resulting in one of the most loyal gaming communities in the industry. Underlying the remarkable success of the operation is the staff that make it happen. This organisation clearly values the role and contribution of their people. By engaging them in shared goals and new initiatives, providing opportunities for growth and learning and facilitating a fun and enjoyable work environment, the organisation enjoys a highly skilled, inquisitive, motivated and loyal workforce. In recognising Blizzard’s achievement, the judges would like to congratulate them on creating a culture of performance improvement and service excellence, one where customer interactions really matter, where customer voices are heard and where staff are given the tools, encouragement and development to make a difference. Blizzard Customer Support Centre is an exciting and revolutionary operation and in the judges’ opinions has raised the benchmark for Best Practice Operations in Ireland.

SPECIAL JUDGES AWARD

Category Sponsor

2014 Ulster Bank

In the course of the judging process this year the judging panel were unanimously impressed with one particular company for the massive leaps they had made over the last two years to transform their customer service offering and recover brand reputation by revolutionising how their operations and processes are structured, designed, and measured. This has become a customer centric operation, one that truly values the role of people in driving innovation and change, reflected in impressive Net Promoter Scores; increased customer satisfaction and a remarkable 35% reduction in call volumes. To commend the significant transformation achieved by this company, the judges for the second time ever in the history of the awards wish to make a special presentation. The Special Judges Award is presented to Ulster Bank, to recognise the sustainable improvements in operational performance that have been achieved across all aspects of their contact centre operation. Their entries demonstrated the extent of their transformational journey, one that has been unashamedly “customer led”, supported by inspiring leadership, effective team work and staff engagement. The judges wish to congratulate the staff and management of Ulster Bank Contact Centre and look forward to seeing how their operation continues to improve and flourish in future years.

2014 2014 graphic design by

www.designwest.ie

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