Mitsubishi vehicle owners received the best customer care in the country over the past 12-months, of any business with a call centre of less than 50 staff.
The Porirua-based team headed off DB Breweries, Marley NZ and Yellow to scoop top prize at the 2013 CRM Consulting Call Centre Awards, with an effort MMNZ customer care manager Haig Davidson puts down to “passionate, knowledgeable staff, who genuinely care about every enquiry they receive”.
“We’ve got a great team, who are 100% committed to delivering on Mitsubishi Motors’ goal of making every customer feel valued and proud of their decision to buy one of our vehicles.
“The nature of the calls we take means we can’t just refer to a script, we have to listen to the caller, understand their enquiry and provide the best possible outcome or next step. Our callers really appreciate that and the fact that we’re locally based.
“Most call centres have an 80/20 service target; ours is 90/10, meaning we aim to answer 90% of calls within ten seconds. At the moment, we’re achieving 96%, which we’re very pleased about.”
While Haig puts the success down to his brilliant team, his manager, head of sales and marketing strategy Daniel Cook, says Haig’s influence and focus have ensured that the team loves coming to work and are all exceptional at their jobs.
“Haig does a lot of work to incentivise and train the customer care centre team. His staff retention is excellent and he has built a positive and rewarding environment, which obviously pays dividends. This award is testament to that,” said Mr Cook.
MMNZ has long been a high achiever at the Call Centre Awards, in 2011 and 2012 they clinched the travel and transport sector honour and came third place in the under 50 staff category in 2012.
Organised by CRM Consulting, the awards have been running since 1997. This year’s winners were selected from 90 call centres across 16 different industries, based on analysis of extensive surveys and mystery shopping results.