Executive Interview : GOLD Award Winners - Interview With Anthony Andrade from IGT
Anthony Andrade, an energetic trainer with IGT in the United Sates of America is a World Champion in the Top Ranking Performers Awards for 2015. He spent some time with ContactCenterWorld.com and talked about his awards and conference experience.
Can you tell us about the company you work for, the center you work in and your role?
Our company is International Game Technology (IGT). We’re the technology behind online draw games like Powerball & Mega Millions, the retailer terminals used to produce the tickets, instant scratch tickets, internet wagering and video lottery terminals. The contact centers we operate are in 4 states in the U.S. and in Toronto, Canada. We field calls from retailers that have questions about games, procedures or problems with their lottery terminal. We also take calls, emails and chats from our players who are playing lottery games on the internet. Finally, we also take calls from casino technicians that may need to escalate issues to another department. In total we have approximately 250 associates servicing our customers 24/7.
Which Top Ranking Performer Award did you enter and why did you choose it in the first place?
Best Contact Center Trainer. I chose this category because I think it is the area in which I had the greatest contribution. Our contact center training programs are (to me) top notch and I wanted to share some lessons learned and best practices in the hopes they could be used by other call centers.
You won one GOLD medal - how do you feel about being a champion?
The experience was truly exciting for me. This was the very first conference of this kind that I have attended, and to be rolled into the best of the best was an honor. To win my category was an even greater honor as I was judged by a panel of my peers. To me that (in and of itself) is a significant achievement.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
To be a Gold Medal Winner instills a great sense of pride in me as I have done well by my company. There is a lot of hard work that goes into what we do as a contact center and as a company. To be honored as the North & South American Gold Medal Winner was one of the proudest moments in my training career.
How does your company justify your involvement in this process? i.e. how do they know it's valuable enough to participate?
Participating in this has provided my company an elevated level as far as image is concerned. To be honored as a Gold Medal Winner in this category allows us to demonstrate to our customers that we take training & customer service very seriously. We are able to provide this information to our perspective customers in proposals as well.
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?
These awards are the epitome of best in class. You are surrounded daily by the best in the industry that are more than willing to share their experiences, knowledge and advice.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
The level of knowledge that is propagated during this event is massive. There are so many areas in which you can learn from. Not only that, but the participants at these events take great pride in what they do and are very passionate. It is surprisingly contagious and refreshing to witness.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the 2016 Contact Center Masterclass Best Practice Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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