NewVoiceMedia’s client, SHL (global leader in talent management) announced today that it has been selected as a finalist in the European Call Centre and Customer Service Awards 2012, for their incredibly successful global strategy to delight customers and deliver outstanding customer service.

Using NewVoiceMedia’s ContactWorld for Salesforce, SHL has delivered an improvement strategy which has been a huge success for customers, employees and the business overall.  This strategy has won them a place as a finalist in the Best Improvement Strategy Award.

The transformation programme, new working practices and ContactWorld for Salesforce has not only delivered a fantastic customer experience (NPS 50) rivalling the performance of Apple and Costco, but also increased customer satisfaction to 4.44 out of 5.
 
SHL is an early adopter of cloud-based contact centres, using NewVoiceMedia’s ContactWorld for Salesforce since 2010. This technology enabled SHL to consolidate its call handling into just four sites (Stockholm, Thames Ditton, Pretoria and Atlanta) and reduce operating and fixed costs saving £750,000 in one stroke.

Jag Tucker, VP Global customer Service Operations at SHL has also made it to the finalist position in the Customer Service Business Leader Award.  Over the last 4 years, Jag has managed the implementation of the global strategy to deliver outstanding NPS and CSAT across SHL’s demanding C-level client base.  SHL now match the customer to the best advisor based on sophisticated routing by language, returning caller and customer preference.

Jag Tucker commented: “It’s been an incredible journey for SHL and NewVoiceMedia over the last 4 years and to set up a truly global operation with 25 plus countries has been a challenge in its own right. With sheer hard work, dedication and meticulous attention to detail and of course, critically, the support of NewVoiceMedia, we have managed to achieve this truly successful global customer service operation in the B2B market place.”

The European Call Centre and Customer Service Awards celebrate exceptional achievements in call centre and customer service which are incorporated into business strategy, positively and sustainably impacting upon results. In the closing stages, finalists will be evaluated before a panel of judges and announced at the gala dinner on 2nd October 2012 at the London Hilton in Park Lane.

Claudia Thorpe (née Hathway), Head of Judges and Editorial Director for Call Centre Focus, said: “The stories of exceptional customer service have been nothing short of inspirational, and it was very difficult to whittle down the entries. However, the brightest stars have ultimately made their way to the top of the pile.”

Jonathan Gale, CEO of NewVoiceMedia, said: “We’re looking forward to attending the Gala Dinner on the evening of the first day of this year’s Call Centre Expo at Olympia in London. We’ve worked tirelessly with SHL to help completely re-design its customer experience and are incredibly proud of having supported them in reaching this stage in the award proceedings. With first call resolution up to 95 per cent, it is clear that SHL’s customer service has been dramatically improved and we’re excited to hear what the European Call Centre and Customer Service Awards judging panel have to say about our joint efforts.”