What does winning a medal at the Contact Center World Awards mean to your company?
We are extremely proud of these awards. NAB's Direct team has always been committed to delivering the vert best results for its customers and this award provides us with a benchmark, to show just how far we have come. Most importantly it's a testament to the service that our people provide our customers every day and an affirmation that they are part of a world class team.
How did you celebrate the win?
First things first we congratulated and thanked our people, after all these awards are a reflection of the great service they provide our customers every day. NAB is lucky to have it's own internal television station and both awards were recognised on this as well as in our internal newsletters. We are in the process of organising a gift for each of our people, to formally recognise the part they have played in our success.
Do you believe that recognition is a great esteem builder and can help create workplace loyalty and build a sense of community?
Absolutely, our people have been genuinely excited about winning this award and as a team we all very excited about entering the next round in the USA. These awards are a testament to all of our people, to the service they provide our customers every day and to the fact that they form part of a world class team.
In what way does recognition from coworkers and managers differ from third party recognition or what we call peer recognition?
Peer recognition particularly from a diverse group of industries and experience is very satisfying. Given that we all face similar challenges, albeit in different environments, praise from our peer group feels like truly positive recognition of our achievements to date.
What makes an external award recognition program unique and more meaningful, such as the Contact Center World Awards?
The ability to compare and contrast our achievements with peers in different companies, countries and working cultures is quite unique. Entering these awards has helped us recognise that the challenges we face are in many ways the same as those faced by our counterparts around the world and that we are on the right path to providing truly excellent service for our customers.
What impact did your pursuit for a Contact Center World Award have on your contact center?
Bringing our award submission together was actually quite a team effort so winning was immensely satisfying for everyone involved. Our people have also been genuinely excited about winning this award and we are all looking forward to taking part in the USA. It is great to be able to come together as a team to do something a little different and winning is a real reminder that together we can achieve great results.
Do you feel that winning an external award judged by your peers has more value than one judged by a panel of industry vendors?
It's satisfying to know that we have been judged by people who work in our industry and understand the challenges that we face every day. Being judged by our peers meant that we knew the process would be tough but fair. The people who make the final decision really understand the day to day nuts and bolts of the industry, they share our challenges and at the end of the day that makes success even more satisfying.
How does winning a Contact Center World Award benefit the image and status of the contact center and its staff in the eyes of shareholders, executive board members and customers?
We have received an enormous amount of positive feedback from across the company including from members of our executive committee. For our shareholders I hope that this is a positive confirmation that our strategy is working to benefit the company. For our customers I hope this cements a sense of confidence that they are dealing with a company that genuinely wants to help them achieve their big life aspirations.
About National Australia Bank
National Australia Bank's Australian region comprises a number of divisions that share a common vision, helping customers fulfil their aspirations. The divisions include, business banking,private banking,agribusiness banking,personal banking,wealth management.With more than 24,500 employees NAB's Australia-wide network services customers through more than 790 branches, 150 business banking centres, 110 regional agribusiness locations and three major contact centres. The region also administers NAB's presence in parts of Asia.
Contact Center Details
Contact Center Established: 1993
Size of Center: 1100
Type: Inbound & Outbound
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