Countdown’s customer Contact Centre has taken out the Retail Support Services category at the annual CRM Awards, held at SkyCity on 22 September and attended by top businesses from around New Zealand.

CRM is New Zealand’s Contact Centre industry body, which measures the quality of service delivered by contact centres around the country.

The judging process happened in July and August, where a team of CRM consultants conducted mystery calls and website enquiries to assess the Countdown Contact Centre team. They use a variety of predetermined scenarios designed to evaluate the quality of call and email handling.

Countdown National Contact Centre Manager Rittu Gounder said she was extremely proud of how hard her team works to provide the best service to each and every customer. “This award truly shows the passion and dedication my team have for providing exceptional customer service. Across Countdown we serve around 3 million customers every week, and of course with this scale comes customer questions or feedback. Each week my team answer around 15,000 inbound calls, 6000 outbound calls, and 6000 emails, which is phenomenal in itself.

“This is the second time we have been part of these awards, and after placing as a finalist last year we were determined to work to improve the way we do things and come out victorious. We wouldn’t have been able to achieve it without all of my team, who work hard every day to make life as easy for our customers as possible,” says Gounder.


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