Liberty Life's contact centre team is positioned for national recognition after 'doing the double' in the regional ContactInGauteng contact centre awards organised by Business Process Enabling South Africa (BPeSA).
The first-time entrants in BPeSAs fiercely contested Gauteng awards achieved award winning status in the following categories, "Best Customer Service Centre", and "Best Community Spirit". The dual success ensures a place in the national finals in both categories.
The national gala awards banquet the South African 'Oscars' for contact centre professionalism take place at the Durban International Convention Centre on October 13.
The Braamfontein-based life assurer has operated a dedicated inbound customer service centre for 10 years, but this is the first time the team has sought external recognition.
Natasha Williams, Divisional Director, Contact Centre, commented: "The team is thrilled by the awards; especially the customer service accolade as meeting client expectations is core competence for us.
"In the past, we focused exclusively on building the internal skills base. We have developed extremely comprehensive methodology for benchmarking the performance of individual agents while constantly moving the bar higher in terms of overall service standards.
* The Liberty Life contact centre handles an average of 7 000 calls a day, with intermittent peaks close to 8 000 calls.
"We were satisfied that our performance criteria were appropriate and fostered a culture that added value to every contact, but it was time to measure ourselves against our industry peers. We could not have been more delighted by the results."
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