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Methodology

Contact Centres selected for inclusion in the survey are notified in advance, thereby giving them the opportunity to 'opt out' if they do not wish to participate. 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.

In order to determine the Supreme Awards winners (overall award winners) a second 'live' evaluation stage is undertaken when a 'jury' evaluates the performance of the ten top-ranking companies. The jury consists of a combination of senior Managers and external guests such as industry specialists, and consultants. There are two categories for the Supreme Awards a 'Diamond, Gold and Silver' for Contact Centres with less than 50 seats and those with more than 50 seats.

Following the successful inauguration of the Outbound Awards in 2006, these Awards have now been added to the CRM Contact Centre Awards programme and will continue to recognise excellence for Outbound Calling in the Business to Business and Business to Consumer categories.

There is no charge for Contact Centres to participate in the Awards. Following the Awards Ceremony, all participating companies have the opportunity of purchasing an extensive Benchmark Report, which includes the individual analysis for each company's phone calls and email responses together with a broad range of industry benchmarking.

The 2015 CRM Contact Centre Awards Ceremony was held at the Langham Hotel in Auckland and attended by over 700 guests.

For further details please contact:

Laurie Smith
CRM Consulting Limited

DDI: 09-267-4270
Mobile: 021-645 644
Freephone: 0800-CRMAWARDS
Email: laurie@crmconsulting.co.nz


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