The metrics considered included outstanding service levels, forecast accuracy, schedule adherence, staff attrition rates, customer retention rates, multiple contact rates, external customer satisfaction results, internal quality assurance results and others.
New York, (PRWEB) April 29, 2009
Computershare Limited (ASX:CPU), a leading financial services provider for the global securities industry, today announced that it has received the 2009 NICE Customer Excellence Award for its US call center operations. The award, sponsored by call center industry leader NICE Systems, was decided by a panel that included industry experts from The Call Center School, The US Society of Workforce Professional Planners, and The US Society of Quality Assurance and Training.
"The judging panel has awarded Computershare for its ability to demonstrate service excellence through outstanding performance in a wide array of contact center metrics," said Eran Gorev, Chief Business Officer, NICE Systems. "The metrics considered included outstanding service levels, forecast accuracy, schedule adherence, staff attrition rates, customer retention rates, multiple contact rates, external customer satisfaction results, internal quality assurance results and others."
"To grow our business, we are committed to providing outstanding service to our clients and their shareholders and employees," said Paul Santamaria, senior vice president and head of Computershare's US call center operations. "We utilize the latest technology, including NICE SmartCenter solutions for recording, quality management and coaching, so we are able to continuously measure performance to improve the shareholder experience every day."
The NICE Customer Excellence Awards program celebrates and honors organizations that use NICE's technology to drive creative, inventive approaches to managing their operations and optimizing business performance.
About Computershare Limited
Computershare (ASX:CPU) is a global market leader in transfer agency and share registration, employee equity plans, proxy solicitation and stakeholder communications. We also specialize in corporate trust services, tax voucher solutions, bankruptcy administration and a range of other diversified financial and governance services. Founded in 1978, Computershare is renowned for its expertise in data management, high volume transaction processing, payments and stakeholder engagement. Many of the world's leading organizations use these core competencies to help maximize the value of relationships with their investors, employees, creditors, members and customers. Computershare is represented in all major financial markets and has over 10,000 employees worldwide. For more information, visit www-us.computershare.com.
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