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Article : WOW - Award Winner Western Power Australia Celebrates!
I'd like to share my experiences with members of ContactCenterWorld - we at Western Power Australia are proud to be winners and representing Asia Pacific in this years global contact center awards!
Wow, 78 question submission, back in January 2012, then screened by independent judges from the EMEA’s (Europe Middle East, Africa’s), then short listed, then a finalist..and off to Singapore to compete against other countries in the Asia Pacific Region, including representatives from China, Indonesia, Singapore, Japan, Thailand, Malaysia, Hong Kong, Phillipines, Pakistan, Fiji, Australia.
A very proud team at Western Power, Perth Australia
The 2012 APAC Contact Center World Conference and Awards programs for Outstanding Performers in the Contact Center Industry was held at the Hard Rock Convention Centre and Hotel on Sentosa Island Singapore, where 25 competing categories, judged by no less than 20 independent judges across at least 10 countries, fought it out through presenting to the other 150 finalists numbering over 250 people. These finalists selected from the original pool of over 1500 applications/entries!
The competition was intense, over 100 presentations in 05 days, each category ending with Q&A panels. It felt like the United Nations had convened, with panels, well dressed professionals, interpreters and a world class venue and applied technologies, big screens, microphones, sound systems and engineers and similar.
Presentations across the contact center categories included companies such as my own Customer Service Centre Team at Western Power looking after 1 million customers in Australia, through to the National Australia Bank Customer Service with 8 million customers and as large as China Telecom Customer Service with 650 million customers and a 20, 000 seat contact centre!.
As a combined conference we had over 100,000 seats /customer service agents represented for the APAC region and over 1billion customers!
This was achieved through the Contact Center Worlds powerful vehicle having almost 130,000 member organisations across the globe and now in its seventh year the word has spread and the competition intensified! It was also good to see other associations supporting Contact Center World by their attendance and participation, such as the Customer Service Council of Australia.
The competitive atmosphere during the conference was electric as cultures cross boundaries of communication with the one common theme of contact center excellence and representing organisations, our countries, our teams as best we can with the aim of winning GOLD and competing against EMEA’S and America’s later in the year!
The event also broke down barriers across various countries/cultures and new friends for life were made, through Contact Center World Organisers under the experience and leadership of the President Raj Wadhwani organising social events in the evening such as bowling.
Having won a Bronze medal back in 2008 for Best mid sized center while working for another organisation I found the experience rewarding and now in 2012 we won a Gold Medal for our Customer Service Centre, organisation and country the experience is no less than outstanding! (as the Best Mid Sized Contact Center in APAC) We feel very proud and privileged to have taken the challenge, the work, 06 month process and proceeding through all of the challenges, hurdles, benchmarks has been worth it all and a keep sake for the rest of our career and life and would highly recommend this to any Contact Centre Leader that believes in quality customer service, excellence, recognising their teams and having a go!
Anyone interested in the Annual Top Ranking Performer Awards & Conferences can find out more at www.ContactCenterWorld.com/worldawards
To connect with Ben Oxford view his profile HERE
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About Ben Oxford:
Ben Oxford is Manager Customer Service Centre Western Power Australia.
About Western Power:
Western Power is a State Government owned corporation that builds, maintains and operates the electricity network in the south west corner of Western Australia. The Western Power Network forms the vast majority of the South West Interconnected Network (SWIN), which together with all of the electricity generators, comprises the South West Interconnected System (SWIS). We ensure the SWIS delivers a safe, secure and reliable electricity supply to just over one million connected customers including homes, businesses, factories, mines, schools, hospitals and public transport providers.
Published: Wednesday, August 22, 2012