The team (comprising Chemnet, Bronson & Jacobs and Shell Lubricants) was also ranked in the overall top 10 of contact centres at the 2009 CRM Contact Centre Awards held in Auckland.
The team won the award in 2006 and 2007, and this year’s win and top 10 ranking is an outstanding accomplishment.
The CRM awards have been running for more than a decade and provide an annual 'snap-shot' of how New Zealand contact centres are responding to customer enquiries over the telephone and Internet.
About 100 participating contact centres are 'mystery shopped' for up to six weeks and judged on a range of criteria from speed of answer and greeting to product knowledge, quality of listening and their anticipation of customers’ future needs.
All data is analysed to generate a score and ranking for each contact centre, and to identify the best performing company in each of 16 industry sectors.
Supreme awards winners have a second live evaluation where a jury assesses the performance of the ten top-ranking companies to determine the top three performers in two categories - centres with fewer than 50 seats and centres more than 50 seats.
The objective of the survey is to measure quality of service and to raise awareness of how it can affect a company’s reputation. The survey also provides benchmarking data highlighting specific areas of strength and weakness for each centre.
The Chemnet team from left to right: Lai Muliaga, Colinda van der Sluis, Glen Miles, Tara Fletcher, Ani Ruawhare, Carolyn Daamen, Adam Miller, Annette Peneha, Lynda Grant, Jhana Gilbert
Members of the team not present are Tina Roys, Carol Lennox, Lesley MacAlister, Kerri Kerr, Corinne Moir, Daniel Archer, Kirsty Tamatea, Fenella Handley, Debbie Kent
