VW call centre rated best in country

VOLKSWAGEN South Africa's customer interaction centre has been rated the best in the country.

The Uitenhage-based call centre won the gold award for best contact centre at the Contact Centre Management Group's (CCMG) annual awards held at Kyalami last week.

VWSA customer interaction centre manager Ryan Kleynhans attributed the award to the common goal and vision shared by employees.

"It is the team culture we have at the centre, not only with the way that we speak to our customers, but also with one another, as well as how the team leaders, managers and support staff speak to one another.

"People are at the core of the harmony between the technology and processes at the centre.

"Having the contact centre at the core of our business – in-house and on-site – helps us work closely together with the other departments.

"We are extremely proud of our achievement. It is a culmination of hard work and perseverance to deliver world-class service to our customers and dealers," Kleynhans said.

The VWSA call centre was up against more than 500 competitors from the short-term insurance and business process outsourcing industries.

CCMG advisory board chairman Pommie Lutchman said VWSA's contact centre went through a stringent judging process, which included an on-site visit where the contact centre had to demonstrate how their strategy and operations were beneficial to the business objectives.

"The judges were overwhelmed by the extent to which the VWSA team had collectively tackled each of the five individual strands that make an effective contact centre world class – people, processes, performance, technology and information.

"With steely determination and defined policies and processes, the VWSA customer interaction centre sets the benchmark for the rest of the contact centre industry, regardless of their industry, location or size.

"Well done to the VWSA team," Lutchman said.

In July, the call centre received two gold awards at the world's top performers conference and awards ceremony in Vienna, Austria, in the categories for the best medium-sized contact centre and best human resources practices.

The centre has been in operation for nine years and has won eight national and international awards.