Bank of Ireland picked up three awards at the annual Customer Contact Centre Management Association (CCMA) industry awards which were held at the weekend in Dublin. Bank of Ireland was acknowledged for Best Training and Development Programme; Industry Professional of the Year and Team of the Year. The awards celebrate the successes of the Contact Centre and Shared Services industry rewarding businesses that are leading the way to drive better customer experience for their customers.
The 2017 Best Training and Development Programme was awarded to Bank of Ireland for the highly effective ‘Stepping Stone’ programme which redefined the roles in the contact centre and matched capabilities with development modules to help teams evolve towards their ideal role.
New Ireland Assurance Client Service Retention Team was awarded the prestigious award for Team of the Year. The client service retention team comprises five specialists operating across three distinct distribution channels, providing a personal and expert service to an average of 2,500 customers per month. They provide proactive and reactive retention as well as customer relationship services to ensure that the customer is supported on a long-term basis.
Bank of Ireland’s Jennifer Grace won the significant award for Customer Service Advisor of the Year. Jennifer has worked in the financial services industry for over 18 years making a successful transition from branch banking to customer service centre. She joined Bank of Ireland in 2015 and was quickly moved to their Premier Banking team where she has excelled in all aspects of her role as a frontline customer advisor. The judges were particularly impressed with her professionalism and steadfast approach to developing and improving her skills, all in the pursuit of delivering great customer experiences.
Aine McCleary, Bank of Ireland Direct Channels director, said, “Bank of Ireland is committed to providing best-in-class when it comes to communicating with customers and to have this recognised in three different categories at the Irish Customer Contact and Shared Services awards 2017 is a fantastic achievement. At Bank of Ireland we are continually striving to innovate and grow so that we can deliver exceptional communication with customers and these awards are testament to these ambitions.”