Once again the Orica Chemicals (Chemicals & Lubricants) and B&J Customer Service Team have taken the top prize in their industry sector for this years National CRM Awards. Runners up in our section, "Customer Support Services", were Auckland SkyCity and the Automobile Association. Overall our team came 7th out of all Contact Centres "with under 50 seats". Our best finish ever, a few places ahead of the record high last year. 

Contact Centres were audited with mystery shoppers over a wide number of criteria including - answer time, greeting, warmth of welcome, quality of listening, call control, product knowledge, sale awareness, call conclusion, professionalism, anticipating future needs and overall attitude and efficiency. Email responses were evaluated based on time to respond, personalisation, content, style, spelling, commercial awareness, respondent identification, anticipating future needs, conclusion/follow up and overall politeness and professionalism.

Every month our team process about 11,200 order lines, answer 4,800 incoming phone calls, make 2,800 outbound calls and much much more, with a smile on their face!

Well done!

The winning Orica Customer Services Team