Cus­tomers get the best

Motor Equipment News - - NEWS -

Mit­subishi ve­hi­cle own­ers re­ceived the best cus­tomer care in the coun­try over the past 12 months, of any busi­ness with a call cen­tre of less than 50 staff.

The Porirua-based team headed off DB Brew­eries, Mar­ley NZ and Yel­low to scoop top prize at the 2013 CRM Con­sult­ing Con­tact Cen­tre Awards, with an ef­fort MMNZ cus­tomer care man­ager Haig David­son puts down to “pas­sion­ate, knowl­edge­able staff, who gen­uinely care about ev­ery en­quiry the re­ceive”.

“We’ve got a great team, who are 100 per­cent com­mit­ted to de­liv­er­ing on Mit­subishi Mo­tors’ goal of mak­ing ev­ery cus­tomer feel val­ued and proud of their de­ci­sion to buy one of our ve­hi­cles.

“The na­ture of the calls we take means we can’t just re­fer to a script, we have to lis­ten to the caller, un­der­stand their en­quiry and pro­vide the best pos­si­ble out­come or next step. Our call­ers re­ally ap­pre­ci­ate that and the fact that we’re lo­cally based.

“Most call cen­tres have an 80/20 ser­vice tar­get; ours is 90/10, mean­ing we aim to an­swer 90 per­cent of calls within ten sec­onds. At the mo­ment, we’re achiev­ing 96 per­cent, which we’re very pleased about.”

While Haig puts the suc­cess down to his bril­liant team, his man­ager, head of sales and mar­ket­ing strat­egy Daniel Cook, says Haig’s in­flu­ence and fo­cus have en­sured that the team loves com­ing to work and are all ex­cep­tional at their jobs.

“Haig does a lot of work to in­cen­tivise and train the cus­tomer care cen­tre team. His staff re­ten­tion is ex­cel­lent and he has built a pos­i­tive and re­ward­ing en­vi­ron­ment, which ob­vi­ously pays div­i­dends. This award is tes­ta­ment to that,” says Mr Cook.

MMNZ has long been a high achiever at the Con­tact Cen­tre Awards, in 2011 and 2012 they clinched the travel and trans­port sec­tor hon­our and came third place in the un­der 50 staff cat­e­gory in 2013.

Or­gan­ised by CRM Con­sult­ing, the awards have been run­ning since 1997. This year’s win­ners were selected from more than 90 call cen­tres across 16 dif­fer­ent in­dus­tries, based on anal­y­sis of ex­ten­sive sur­veys and mys­tery shop­ping re­sults.

Im­age cap­tion: (Kneel­ing left to right) Haig David­son (Cus­tomer Care Man­ager), Ash­ley Phillimore, Sharnii Lin­tern. (Stand­ing left to right) Greg Milne, Fiona Forsdyke, Sieanna Iafeta, Daniel Burgess.

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