Bank of Ireland are celebrating this week after winning three awards at the annual Customer Contact Centre Management Association (CCMA) industry awards which were held at the weekend in Dublin.
The awards celebrate the successes of the Contact Centre and Shared Services industry rewarding businesses that are leading the way to drive better customer experience for their customers. Bank of Ireland was acknowledged for Best Training and Development Programme, Industry Professional of the Year and Team of the Year.
New Ireland Assurance Client Service Retention Team was awarded Team of the Year. The client service retention team comprises five specialists operating across three distinct distribution channels, providing a personal and expert service to an average of 2,500 customers per month. They provide proactive and reactive retention as well as customer relationship services to ensure that the customer is supported on a long-term basis.
Furthermore, Bank of Ireland’s Jennifer Grace won the award for Customer Service Advisor of the Year. Jennifer has worked in the financial services industry for over 18 years making a successful transition from branch banking to customer service centre. She joined Bank of Ireland in 2015 and was quickly moved to their Premier Banking team where she has excelled in all aspects of her role as a frontline customer advisor. The judges were particularly impressed with her professionalism and steadfast approach to developing and improving her skills, all in the pursuit of delivering great customer experiences.
Congratulating the winners, Bank of Ireland Direct Channels Director, Aine McCleary said, "Bank of Ireland is committed to providing best-in-class when it comes to communicating with customers and to have this recognised in three different categories at the Irish Customer Contact and Shared Services awards 2017 is a fantastic achievement. At Bank of Ireland we are continually striving to innovate and grow so that we can deliver exceptional communication with customers and these awards are testament to these ambitions."