NewVoiceMedia announced today that it has been shortlisted in the Customer Contact Association (CCA) Excellence Awards 2012 in the Best Technology Partnership category. The company featured alongside SHL, the global leader in talent measurement, who has also been separately shortlisted in the B2B Customer Service Team of the Year category. Jointly, they are to showcase their unique global technology partnership, which has resulted in measurable improvements to SHL’s global customer experience.
The CCA Excellence Awards programme is designed to recognise achievement of individuals and organisations committed to delivering outstanding service. Winners will be announced on the evening of 7th November 2012 at CCA Gala Dinner & Excellence Awards Ceremony, to be held at the Glasgow Hilton Hotel.
SHL, supported by NewVoiceMedia, has delivered a transformation programme, deploying new working practices and true cloud technology, resulting in a measurably improved customer experience.
In the Best Technology Partnership Category, the CCA judging panel was particularly impressed with the global scale and benefits that the partnership has brought to SHL’s customers. The project involved a global customer service provision being deployed in four locations (Stockholm, UK, USA and South Africa), having consolidated more than twenty outsourced locations. The service is available in 11 languages, with customers able to select the agent most appropriate to them based on geography and language. One comment from the judges summarised the success perfectly, ‘the cost savings and continually improved customer satisfaction is true testament to the project’.
As a result of NewVoiceMedia’s true cloud contact centre solution, ContactWorld for Salesforce, SHL has been able to deliver a truly global service and now answers 90 per cent of calls within 20 seconds, irrespective of where they are in the world.
Jonathan Gale, CEO of NewVoiceMedia, said: “We’ve worked tirelessly with SHL to help completely re-design its customer experience. It’s a true partnership that involves both parties understanding each other’s objectives completely, meaning astonishing results can be delivered. We’re incredibly proud to have reached this stage of the CCA Excellence Awards and we are looking forward to the ceremony in November. Our work with SHL goes to show that we’re committed to working closely with our customers and are agile and flexible enough to provide them with a solution that’s specifically tailored to their needs.“