Telecom Italia won two prestigious awards at the 2011-2012 edition of the “European Awards and Citizen Client Relationship Prize” presented yesterday in Milan: the first award was given for the 187 Service dedicated to consumer clients, whilst the second was given to Telecontact Center, a company owned entirely by the Telecom Italia Group, which is dedicated to customer care services.
The International Awards were organized by the European Confederation of Contact Center Organizations (ECCCO), the confederation that since 2002 aggregates the different associations in Europe and promotes the interests and the needs of the Contact Center industry.
The award presented to the 187 service, collected by Gianfranco Sità who followed the project for Telecom Italia, was granted on the basis of a comparison of the main European companies, in recognition of the excellent results obtained with the “Single Multichannel Direction” organization model for handling relations with landline consumer clients. The system is based on cutting-edge technology, and is characterized by efficiency providing the ratio between number of employees and turnover, in terms of both operators and clients. This has allowed the company to achieve outstanding results in terms of efficiency of service, sales results and client satisfaction and retention.
The other award was presented to the Telecontact Center, as the winning company, in the “Contact Center Supervisor” category of the Italian Customer Management Multimedia Competence (CMMC) Prizes. The prize, awarded to Vincenzo Di Lauro, who is in charge of the Telecontact Center’s Consumer Channel, acknowledges the excellent performances achieved in terms of caring both in the commercialization of services, thanks to the introduction of a new organizational model that led to the creation of specialized response groups and end-to-end operating modes, through which a speedy solution was provided for clients’ needs, favouring the one call solution over the need for ulterior contact. Adopting such an organizational model, together with the correct allocation of skill resources and intense training and coaching, have led Telecontact Center to respond fully to the expectations of the customer.
Milan, January 20, 2012
