Maxis Berhad swept a total of 15 awards at the 12th Customer Relationship Management and Contact Centre Association (CCAM) Annual Awards, held at Istana Hotel, Kuala Lumpur recently.
Organisations participating in the awards are judged on their performance in the areas of contact centre strategy and organisation, human resource processes (such as training and development, recruitment, compensation and motivation programmes), technology, customer centricity and service quality and optimisation.
The judging criteria for contact centre professionals relate to their quantifiable and documented contributions as well as evidence of their leadership, professional qualities and personal initiatives in the areas of team building, innovation, meeting kpi targets and self development.
Maxis went up against the best customer service and contact centre operations from key industries in the country, such as telecommunications, information technology, banking and finance, hospitality and the public sector.
Job well done: The Maxis team celebrating after sweeping 15 awards at the 12th Customer Relationship Management and Contact Centre Association (CCAM) Annual Awards. Maxis was top in the heavyweight categories, including winning the prestigious Gold Award for the biggest and most coveted award of the night — the Best In-house Inbound Contact Centre above 100 seats.
This marks the second consecutive year that Maxis has won this award.
Maxis also received Gold Awards in other top categories such as Best In-House Outbound Contact Centre below 100 seats (Sales), Best CRM Programme, Best Social Media Programme in Contact Centre and the Prestige Award for Corporate Social Responsibility (CSR).
This year’s win of an unprecedented 15 awards almost doubles that of the eight awards Maxis won at last year’s CCAM awards.
Maxis chief operating officer Jean Pascal van Overbeke said, “We are humbled by this overwhelming recognition of Maxis’ customer service initiatives. In Maxis, customer service is not limited to one particular department, but is ingrained in our entire organisation.
“Our customers are at the heart of our innovations and offerings; they drive us to continuously put in place the relevant technologies and people to respond to their ever-evolving communication needs and desires.”
In terms of its CSR practices, Maxis was recognised for its “The Spirit of Service — Humanising Technology” programme that had been running in its contact centres since end 2008.
A total of 500 Maxis staff raised funds that were used to benefit 500 children from 20 homes. Maxis staff brought the children festive cheer during the Chinese New Year, Hari Raya and Deepavali celebrations; and organised futsal activities during the World Cup 2010.
They also built shelters, and provided educational support and basic provisions to these children. The programme not only benefited the children, but also Maxis staff. It helped teach them values such as teamwork and the spirit of service, which they then brought back to the workplace.
Maxis was also recognised for its green practices in its contact centres which include paperless workstations; recycling of equipment, hardware and operating tools; investment and adoption of Internet Protocol Contact Centre (IPCC) technology in Maxis contact centres from 2009 to 2011 to encourage green practices in the workplace.
Maxis customer service senior general manager Halimah Abdullah said: “The consistency and standards of our customer service are strengthened every year and we achieve this by equipping our staff with the relevant skills and knowledge that will push them ahead of their industry peers. We also ensure that we have a robust performance management programme to ensure that our levels of service delivery remain high. We are honoured to have been recognised by the CCAM and this achievement will drive and motivate us to further enhance our customer service operations, so that our customers will continue to experience the level of service excellence they currently enjoy with Maxis.”
Maxis has about 750 customer service staff who are located at its two main contact centres in Menara Maxis and Menara Sunway. They interact with Maxis customers through six different channels including phone, email or website enquiries, SMS, Twitter (@MaxisListens), Facebook and walk-in.
The annual CCAM Awards identify, recognise and honour distinguished members of the Malaysian contact centre industry who have with innovation, persistence and focus, taken customer service to new heights.
It acknowledges best practices in the customer service and contact centre industry with the aim of increasing customer service awareness, encouraging customer centricity from Malaysian enterprises and customer service individuals.
No comments:
Post a Comment