Lisbon, 21 November 2006 Vodafones Contact Center has received two awards from the Portuguese Association of Contact Centers (APCC): the award for the best final customer satisfaction level in the Large CRC (Customer Relationship Center) category, and Best CRC in 2006 in the general category.
The methodology used in deciding these awards was that used by IZO SYSTEM, reflecting 3 factors: replies to the Benchmarking Contact Center Portugal 2006 on operational issues, mystery calls to assess the quality of service and attitude of operators and public surveys to gauge market perceptions. The award of Best CRC in 2006 was based on the weighted average of the 3 factors.
These awards represent recognition of Vodafone Portugals strong focus on customer satisfaction and the quality of the service provided by its Contact Center, which have been regarded from the outset as decisive factors in the sustained growth of the Company and its success in the market.
The APCC awards also contribute significantly to the quality of Contact Center services in Portugal by honouring the best operators in this field. The institution of these awards arises from a study triggering a permanent scheme to evaluate the quality of the services provided and the management of Portuguese companies Contact Centers.