Baycorp takes CRM award for second year

Baycorp NZ has won the Best Customer Services Award for the Collections Industry for the second year in a row at the New Zealand CRM Contact Centre Awards, held in Auckland on Friday 16 September.

The annual awards recognise the efforts of contact centre staff from a number of industries across New Zealand.

Samir Castello, group manager shared operations, says the award is a testament to the efforts of the operational teams in delivering improved outcomes for Baycorp’s customers.

“Over the past three years, we have had a big focus on enhancing Baycorp’s systems, as well as growing our company values and culture, and it is both of these elements that have contributed to this award.

“Ultimately we are a people business – we work with people to help them solve their debt problems. It’s important that we have good online systems and tools for our ever-changing technological environment, but we couldn’t do our job without the fantastic people that are on the phones every day,” says Mr Castello.

“It is particularly pleasing to win this award for two consecutive years, which is a strong validation of our progress in delivering excellent service to our customers. It is an important recognition for our call centre staff, and the rest of the business.”

Donna Cooper, general manager Baycorp NZ, says she is extremely proud that Baycorp’s work has been recognised by the back-to-back win.

“It highlights that our strategy to put customers first is paying off.”

Ms Cooper says a key focus has been making it easier to do business with Baycorp, with recent improvements including a new online customer payment tool, client portal, a strengthening of Baycorp’s call monitoring programme and a new website.

“This win is proof that Baycorp is ensuring its team, clients and customers is at the heart of what we do, each and every day.”

The CRM Contact Centre Awards were introduced in 1997 to provide an annual snapshot of how contact centres in New Zealand respond to customer enquiries over the telephone and internet.

Every year the CRM team conduct random sampling of calls from various organisations to measure the quality of service delivered, and to raise awareness of the impact that this has upon their brand. The survey also provides benchmarking data against which individual performance can be measured.