Executive Interview : Award Winners 2017 - Exclusive Interview With Malcolm Vining from ABSA
We caught up with one of the Top Ranking Performers (www.ContactCenterWorld.com/worldawards) Award winners for an interview on the pride and joy of competing and winning one of these exclusive awards!
Exclusive Interview With Malcolm Vining from ABSA
Can you tell us about the company you work for, the center you work in and your role?
I am the Head of the Direct Delivery distribution channel in Absa’s Wealth, Investment Management and Insurance (WIMI) division. This channel is an Inbound and Outbound Contact Centre that markets insurance products to Absa Customers.
Absa Bank Limited (Absa Bank) is a wholly owned subsidiary of Barclays Africa Group Limited, which is listed on the Johannesburg Stock Exchange and is one of Africa’s largest financial services groups. Absa offers a range of retail, business, corporate and investment banking and wealth management products and services primarily in South Africa and Namibia. Barclays Africa is 23.4% owned by Barclays Bank PLC (Barclays). We operate in 12 countries with about 40 thousand permanent employees and we serve close to 12 million customers.
Which Top Ranking Performer Award(s) did you enter and why did you choose it/them in the first place?
We entered the Best Contact Centre category as I wanted to showcase our Contact Centre holistically.
You won a GOLD medal - how do you feel about being a champion?
It is a fantastic feeling to have won a Gold Medal on such a World Class Stage. The sense of pride and achievement for our company is immeasurable.
Can you tell us about the sense of pride you have now that you won a medal for your company and counttry?
To be part of a Contact Centre that has been recognised in this World Class competition gives me such pride and a sense of accomplishment. All entries are of superior quality and to be a Gold Medal winner gives me the validation that we are amongst the Top Elite in the industry.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
Our organisation celebrates success and recognises excellence and for us to be in a position to share this achievement with our leaders and colleagues makes it so much more rewarding
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
This is an awesome platform to gather best practices from some of the world’s best contact centers. Being part of these awards also broadens your network internationally within the contact center industry and allows you to benchmark yourself on a global stage.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters - imagine you are writing a paragraph to encourage others to attend the entire event!
Everything about the event is of an exceptional standard. Presenters from around the world openly share their best practices with participants and this alone could be one of the greatest learning experiences you will have. The presentations from the delegates from around the world are incredible and show case the immense talent within our contact center industry.
About the awards:
Every year ContactCenterWorld.com runs the world's largest and most prestigious awards program for inhouse and outsourced contact centers which typically attracts entrants from around 50 countries. Find out more at www.ContactCenterWorld.com/worldawards
Today's Tip of the Day - Customer Feedback
In 2013 the ABSA Wealth , Investment Management and Insurance ( WIMI ) business cluster clearly re-defined the future operating model for its direct delivery channel with a core focus on achieving a sales center of excellence to promote WIMI solutions through its Bancassurance partnership within the ABSA Retail Banking channels. The WIMI Direct Delivery Contact Centre is an integral delivery channel to customers throughout the Absa Group , offering multiple channel access to solution customers across a broad spectrum of Absa’s offerings.
Published: Wednesday, August 30, 2017
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