VW's Contact Centre honoured with two gold awards


Volkswagen Group South Africa's (VWSA) Customer Interaction Centre won two gold awards at the Contact Centre Management Group's annual Contact Centre Awards held in Johannesburg recently.

The conference was hosted by the Contact Centre Management Group (CCMG), the official South African Contact Centre professional association responsible for the professional development of businesses and individuals in the contact centre industry.

VWSA's Customer Interaction Centre received gold awards for Best Supervisor and Best Workforce planner. In addition to this, the centre scooped a silver award for Best Contact Centre Manager and a bronze award for Best Contact Centre Service Professional.

The 2014 awards attracted over 350 entries in 12 categories across various industry sectors in South Africa. There was a substantial increase of over 30% in the number of companies that entered and it included some of the top brands in the Best Contact Centre and Best Outsourcing Partnership categories.

The CCMG also increased its judging panel this year, with two judges from previous years providing the foundation and offering guidance to the newcomers. One of these judges included VWSA's own Ryan Kleynhans. Judges from companies that have entered in any of the categories were excluded from judging their own entrants.

Entrants are required to submit written entries in their respective categories to CCMG. These entries are then subjected to a stringent internal judging process, followed by an on-site visit and interview by the judging panel. During the interview, finalists are required to demonstrate how their contact centre strategy and operations are beneficial to the business objectives.

The winners this year have much to be proud of, as the standard of entries, attention to meticulous detail and competitive spirit was higher than it has ever been in the industry's history.

The winners in their respective categories were: Thabisa Magxwalisa (Best Supervisor - Gold), Jaun Lombard (Best Workforce Planner - Gold), Desiree van der Merwe (Best Operational Manager - Silver) and Marius De Goede (Best Contact Centre Service Professional - Bronze).

Pommie Lutchman, CEO of Ocular Technologies and the Chairman of the CCMG Advisory Board said: ''The VWSA entrants embody the true spirit of why the CCMG runs these very successful awards - the passion, drive and commitment shown by each of them has proved to be the winning combination for these outstanding individuals.''

Congratulating the winners, Petra Hoffmann, VWSA Director: Sales and Marketing added: "We are very proud of our team and especially the winners. The professionalism and personal dedication to high standards that they employ in their daily work has been recognised. These awards support our continued efforts to ensure the Customer Interaction Centre provides a world class service to our customers and dealers.''

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