INBOUND AGENT OF THE YEAR VOTED BY THE CRM CONSULTING JUDGES
Fayora Candles director/founder Faye Mateni was the 2022 New Zealand Agent of the Year awarded by CRM Consulting. Faye Mateni - owner of Fayora Candles works full-time at Mercury, one of New Zealand's leading utility providers. Faye Mateni was entered into the CRM awards representing Mercury and walked away being nationally acknowledged as one of the best in New Zealand with customer service in sales.
This is one of her biggest achievements yet as she is proud that she is able to offer customers an exceptional experience when dealing with not just her business Fayora Candles but with her overall in her full time 9 to 5 occupation.
In this we promise when you shop with Fayora, you can trust us to exceed your expectations on not just our products; but service.
CRM Consulting is who holds the CRM Awards which is a national award ceremony that provides an annual 'snap-shot' of how New Zealand Contact Centres are responding to customer enquiries over the telephone and internet. The objective of the survey is to measure the quality of service delivered by Contact Centres over the telephone and internet, and to raise awareness of the impact that this has upon their image. The survey also provides benchmarking data against which individual performance can be measured, highlighting specific areas of strength and weakness in relation to the performance of other Contact Centres.
Source: https://www.crmconsulting.co.nz/crm-awards/2022-results/
Methodology for the CRM Awards.
A team of trained consultants then conducts 20 'mystery telephone calls' to those Contact Centres in the Under 50 seat category and 40 'mystery telephone calls' to those in the Over 50 seat category over a four-week period. Each Contact Centre will also receive 7 website enquiries using a variety of pre-determined scenarios designed to evaluate the quality of call and email handling.
A quantitative analysis of all data is conducted, which generates a score and ranking for each participating Contact Centre. This is used to determine the best-performing company in each of the 16 industry sectors.
Overview of the CRM Awards
The CRM Contact Centre Awards were introduced to New Zealand in 1997 by The Startel Group, as a means of providing an annual 'snap-shot' of how New Zealand Contact Centres are responding to customer enquiries over the telephone and internet.
Following the closure of The Startel Group in October 2003, Laurie Smith previously with Startel for 14 years and organiser of the Awards since they were introduced to New Zealand in 1997, has purchased the license to continue with the CRM Customer Service Awards and associated mystery shopping programs under her own company CRM Consulting Limited. All current and historical data for the Awards has now become the intellectual property of CRM Consulting Limited.
The CRM Contact Centre Awards have gained considerable momentum over the last seventeen years with more companies realising the importance of providing their customers with superior customer service.
The objective of the survey is to measure the quality of service delivered by Contact Centres over the telephone and internet, and to raise awareness of the impact that this has upon their image. The survey also provides benchmarking data against which individual performance can be measured, highlighting specific areas of strength and weakness in relation to the performance of other Contact Centres.
Following the closure of The Startel Group in October 2003, Laurie Smith previously with Startel for 14 years and organiser of the Awards since they were introduced to New Zealand in 1997, has purchased the license to continue with the CRM Customer Service Awards and associated mystery shopping programs under her own company CRM Consulting Limited. All current and historical data for the Awards has now become the intellectual property of CRM Consulting Limited.
The CRM Contact Centre Awards have gained considerable momentum over the last seventeen years with more companies realising the importance of providing their customers with superior customer service.
The objective of the survey is to measure the quality of service delivered by Contact Centres over the telephone and internet, and to raise awareness of the impact that this has upon their image. The survey also provides benchmarking data against which individual performance can be measured, highlighting specific areas of strength and weakness in relation to the performance of other Contact Centres.
Source: https://www.crmconsulting.co.nz/about/overview/
