CCA Excellence Awards programme is designed to recognise achievements of individuals and organisations committed to delivering outstanding customer service.
The judging panel includes professionals from all sectors, and senior executives with wide-ranging experience in customer contact centres.
Bill Safran, CEO, Vizolution (pictured) said: “Working with Santander to help them deliver an exceptional customer experience has been a pleasure for us. Their unwavering focus on improving each and every element of customer contact includes embracing new technology and we’re delighted that vScreen is now a core part of their credit card process. By saving 12 days in the process their customers get what they want faster which is why we received 98% positive customer feedback. We are flattered to be a finalist with Santander for this prestigious award.”
Glenn Lindsay, director, Personal Segments at Santander said: “Using vScreen to add a visual element to what is traditionally a voice-only experience means our agents have a far greater engagement with our customers. Visual calculators help ensure that the customer chooses the right product for them and electronic signatures mean that applications can be processed whilst on the call. This revolutionises the customer experience by removing the cost and time to post documents back and forth. It is terrific that our partnership with Vizolution is recognised in these awards.”
Anne Marie Forsyth, chief executive, CCA said: “Delivering high standards of customer service in today’s fast-paced world with ever increasing consumer expectations is no mean feat. It’s more important than ever to recognise the efforts of individuals and teams dedicated to going the extra mile to deliver for customers and these Awards are designed to do just that.
“Our judging process is extremely rigorous and the Awards are very hotly-contested so being shortlisted is a significant achievement in itself. We hope to see everyone for a very special evening of celebration at which their achievements will be publicly recognised and rewarded.”
The award winners will be announced on the evening of 26 November 2014 at CCA’s Gala Dinner & Excellence Awards Ceremony at the National Museum of Scotland, Edinburgh.
