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Article : Montepio's Pedro Fragoso on Contact Center Awards
What made you enter the 2013 awards in the first place?
We believed that, participating in the 2013 Global Contact Center Awards, would allow us to achieve some of our major objectives:
• Strengthen our Challenge AND
• Persistently acquire more knowledge and best practices
• Benchmark against the best in our industry
• Improve the visibility of the Contact Center within our organisation and externally?
When you were invited to be a finalist, what was your reaction and how did you share this with your co-workers?
Our first reaction to being chosen as a finalist, of such an important Award, was the pride of being recognised, by the community, as one of the best, the confirmation that we are on the right track, that we have the attitude and knowledge to continuously improve the service we deliver. As we always do, we shared within the team and the global organisation.
You were asked to prepare a presentation, how did you decide what to include and what to share?
We knew we have an interesting story to tell, that describes our journey towards where we are today and how much we have achieved. All we had to do was to prepare and present our success story with the enthusiasm we put in our daily activities.
Can you share with our readers a couple of ideas you presented at the conference and how you apply those in your center?.
This is a people oriented activity – "Our people are our most valuable asset"
• We choose the best people, we train them, we reward them and, with this approach, we have in place an highly motivated team of professionals. Becoming a Profit Center has to be based on a consistent attitude of "Making business – real business"
• Be close to the Clients (internal), listen to their needs, present innovative solutions and deliver quickly and with high quality standards. It is not enough do deliver an exceptional service – "You need be seen to exist"- Make people now we are, what we do, what we can do and how good results we deliver
How did you feel about sharing with your peers – including those competing against you?
Sharing and learning is very much embedded in our attitude. It was a privilege to share our success story with the community.
How would you describe the value of the conference to someone who has never been before – especially someone coming just to hear best practices?
We believe the value added is that best practices are widely presented with a multi-regional scope that gives a really consistent insight. Understanding how best pratices are implemented, in companies cross three continents, is really very powerful.
How did you feel before and after presenting?
The methodology defined by CCW, for the presentation preparation and presentation itself, can also be considered a best practice. The guidelines for presentation preparation, the time slot available, either to prepare and to present, and the way time is controlled are essential for the success of the event.
Before the presentation, we feel the importance of putting in place a presentation that meets the requirements of CCW but, above all, being sure that there is a value to the community. After the presentation is the happiness of having being closer to the community and contributing for the improvement of the service we all deliver on a daily bases. Being a finalist of CCW is an outstanding experience.
What do you think makes this award process valuable?
As we said previously, the methodology defined by CCW that brings the required level of rhythm to the event; the wide variety of activity sectors of the organisations invited to conduct presentations; the multi-regional scope and the team building activities that make easier the interaction between participants.
How would you describe the gala dinner?
The Gala Dinner is the best way of concluding the event. The prize award brings the required level of emotion to the event. It is very interesting, at that moment (Gala Dinner), to understand the level of interaction that was built, during the event, when everyone is congratulating each other and having a lot of fun.
As an winner, how did you feel being called on stage to receive your award?
It is an emotional moment, as I said. It is "the cherry on the top of the cake".
How did you celebrate your award when you were back at your company?
We prepared a party where the award was shared with the team and we celebrate with nice food and Portuguese wine.
How has entering this award changed your company and motivation?
For sure, improved team motivation and self-confidence levels. We know we are on the right track and will go on acquiring more internal clients and delivering better every day.
Any final comments you would like to share about the whole process?
We believe CCW plays a major role on the Contact Center community being a facilitator for sharing and seeking for the best emerging practices. Being a finalist and winning an award can be an outstanding experience improving motivation and visibility at internal and external level.
Find out more about the ContactCenterWorld Awards at www.ContactCenterWorld.com/worldawards
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Montepio, formerly Montepio Geral, is a Portuguese banking company.
Published: Monday, October 7, 2013