Bord Gáis wins International Customer Service award
Thursday 5th November 2009: Bord Gáis Networks has won the coveted overall CCA UK (Customer Contact Association) Excellence Award for ‘Best Customer Experience’ in the UK and Ireland. This was the first time Bord Gáis entered these awards and reflects the company’s commitment to delivering exemplary customer service.
According to the CCA, Bord Gáis Networks “clinched the top award in recognition of its success in placing its customer contact centre at the heart of the organisation, boosting customer satisfaction and reducing complaints.”
Chief Executive of Bord Gáis, John Mullins, said: “We are delighted to receive this award in recognition of the superb work done by the staff of Bord Gáis Networks and our contact centre partners, FEXCO, in delivering excellent service to our customers. We strive for excellence to ensure our customers are satisfied in their dealings with us, but it is very gratifying to see the standards we reach being recognised as best in class externally.”
A key element in the Bord Gáis Networks vision is to position the customer at the centre of its organisation and to align structure, values, competencies and resources around customers. Outsourced to FEXCO, operating in Killorglin in Co. Kerry, the contact centre is dedicated to providing excellent customer service to Bord Gáis Networks customers.
John Barry, Managing Director of Bord Gáis Networks, explained: “The contact centre is positioned at the very heart of the organisation, with clear points of contact and integration between the relevant business divisions within Bord Gáis Networks. The key objectives are to provide easy access for customers, focus on achieving “First Call Resolution” and to be the voice of the customer by providing intelligence back to the business in order to drive process improvement, resulting in better experiences for customers and increased efficiencies for the business. I was delighted to accept this award on behalf of all the staff in Bord Gáis Networks and FEXCO who work to ensure our high standards are consistently achieved”.
Bord Gáis Networks also won an award for delivering the best customer experience in the mobile, telecoms and utilities sector before going on to win the overall award. Other shortlisted finalists included British Gas, O2 and Tesco. The CCA Awards were announced on 4th November 2009 at the Global Contact Convention in Edinburgh, Scotland.
ENDS
For further information:
Bord Gáis, Kathleen O’Sullivan 087 244 6602
Fleishman Hillard, James Dunny 086 388 3903
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