12 Dec 2008
SINGAPORE, 12 December 2008 -- NTUC Income has become the first and only Singapore company to emerge world champion in a prestigious competition organised by a global contact centre industry body.
The homegrown insurance company has won the highly contested "Best of the Best in Customer Service Award," given out by ContactCenterWorld.com in the 2008 Contact Center World Awards.
This annual competition is open to contact centres from all industries, including banks, telcos, airlines and government agencies. As the winner of Best Customer Service in the Asia Pacific region, NTUC Income had to compete against other regional winners from America and Europe, Middle East and Africa to win this global award.
In doing so, it edged out New York Life Insurance, the largest mutual life insurer and a Fortune 100 company in the United States, as well as Global Bilgi, a Turkey-based domestic telco and dominant market leader.
NTUC Income Chief Executive Tan Suee Chieh described the win as a resounding endorsement of the company's continued commitment to delivering a superior customer experience.
He said: "NTUC Income is committed to delivering the best possible experience to our customers by giving them choices and convenience. To achieve this, we have invested heavily in our contact centre to roll out a multi-channel, multi-media strategy that complements what we know about Singaporeans' changing needs and aspirations."
"Above all, this award is dedicated to our customers whose support have made the success of our contact centre possible. Good times or bad, our commitment to them as a social enterprise never wavers - that we will continue to make insurance affordable, accessible and sustainable to those who need it most," he added.
Commenting on the win, ContactCenterWorld.com President Raj Wadhwani said that feedback from industry professionals lauded NTUC Income for having good all-round service, commitment and dedication, as well as excellent tools, training and delivery, and service strategies.
The Best of the Best in Customer Service Award is considered one of the most prestigious awards in the Competition, as it is keenly contested by hundreds of companies across the world that use it to benchmark their best practices in the areas of people, process, environment and technology.
Finalists in this Award are limited to regional winners across three geographic regions - America, Europe, Middle East and Africa, and Asia Pacific. NTUC Income was selected as the regional winner for the Asia Pacific region in July.
Companies were judged by a panel of independent experts comprising seasoned contact centre industry practitioners. The judging criteria was based not just on scores for customer satisfaction, but also on consistency and innovativeness in measurement.
This is the second time that NTUC Income has won a highly contested global award from ContactCenterWorld.com. In 2006, NTUC Income won the coveted "Best of the Best" Award in the global category, beating out other contact centres from around the world for Best Technology Innovation. The Award was given to the contact centre that demonstrated creativity in the use of technology to enhance business performance and customer service.
In the 2008 World Awards Competition held at Las Vegas on 5 December, NTUC Income also scooped up two additional awards in the global category - Bronze for Best of the Best in Technology Internal Solution, and Bronze for Best of the Best Contact Centre Supervisor Award for its employee Wang Teck Heng.
NTUC Income's 400-seat contact centre operates 24/7 and offers customers a choice of six modes of communications - phone, fax, email, WebChat, SMS and VOIP. Customers are directly connected to a service agent when they dial in, without the need to go through an Interactive Voice Response system. A full list of awards won by the NTUC Income contact centre is available at http://www.income.com.sg/callcentre/awards.asp.
Moving forward, NTUC Income will transform all its branches into contact centres, ensuring consistency in customer experience and service levels at all touch points. It will complement this with real-time monitoring and coaching via its integrated command centre to facilitate immediate service recovery, as well as developing contact centres and hot desking agents to create a more flexible and scalable workforce.