nib health funds (nib) Contact Centre has taken out the top gong at the national Contact Centre Week awards on the Gold Coast, named as Australia’s Best Contact Centre.
The Contact Centre, which employs almost 250 people, also won the award for Best People Strategy and Culture while nib employee Rebecca Ransom was given an honorary mention for Best Contact Centre Leader of the Year.
Rhod McKensey, nib Group Executive Australian Residents Health Insurance said the win was a credit to the hard work and dedication of nib’s Contact Centre employees.
“We handle around one million sales and services calls each year, with these teams working at the coal face everyday to make every contact with our customers count,” Rhod said.
“This is a reflection of the commitment of our employees to delivering upon our mission of putting the customer at the heart of everything we do to provide exceptional service to our customers.”
The nib Contact Centre was chosen above many strong competitors, including DHL Express, MLC Life, iSelect and Princess Cruises.
Judging criteria for the awards focused on the company’s technology, customer relationship management strategy, process improvement strategies, how the business uses customer feedback and its culture.
“We are continually working to improve our processes and maintain a highly engaged workforce to ensure that we can deliver outstanding customer service that meets the needs and expectations of our customers,” Rhod said.
“These awards are fantastic recognition from our peers and the industry that we are providing the best in class service.”