Volkswagen Group South Africa’s Contact Centre rated best internationally


Volkswagen Group South Africa’s Customer Interaction Centre (CIC) walked away with two gold awards at the prestigious international customer service industry awards held recently in Las Vegas, USA.

Volkswagen South-Africa

The Uitenhage-based contact centre, was awarded gold in the categories of Best medium-sized Contact Centre and Best Human Resources Practices.  The awards were a culmination of three intensive regional competitions earlier this year, which saw VWSA taking gold in the same categories for the Europe, Middle East and Africa (EMEA) region.

The international Top Performers Conference and Awards was hosted by Contact Centre World, a global organisation for best practices and networking in the contact centre industry.  Delegates and presenters from 57 countries worldwide shared best practices over five days at this year’s global event.

The 2013 awards attracted over 1 500 entries across the EMEA, APAC (Asia Pacific) and American regions.  Entrants are required to submit written entries, which are subjected to a stringent internal judging process and the finalists are invited to present at the conference.  At the conference, the finalists presented to an audience of approximately 200 of the industry’s top performers in the world.

The VWSA CIC was up against strong competitors from the USA and Indonesia but secured the wins once their scores for the written and the presentation were combined to put them ahead of the pack.

Ryan Kleynhans, VWSA CIC Inbound Manager said: “We are absolutely elated to have won the Best Contact Centre category for a second time.  It proves that we have not only established a world class contact centre, but that we are able to sustain benchmark service levels over time.”

“VWSA is exceptionally proud of these awards. It is our objective to ensure that we deliver world class customer care service, whilst working towards being a sound strategic partner in the broader business. We are geared to support our organisation in becoming the most fascinating automotive brand in South Africa by offering leading edge, cost-effective customer solutions,” added Marius Swanepoel, VWSA CIC Manager.

“The standard of this year’s events was exceptionally high, making our gold wins even more significant.  These accolades would not be possible without the collective effort of each and every CIC staff member.”

VWSA’s CIC, which has been in operation for nine years, has won a combined ten awards at EMEA and World Finals levels in the last five years.

The awards include: Best Outbound Campaign (EMEA – Gold, World Finals – Silver) in 2008, Best Contact Centre (EMEA – Gold, World Finals – Gold) in 2010, Best Operational Manager (EMEA – Gold, World Finals – Silver) in 2012 and for 2013, Best Contact Centre and Best Human Resources Practices (EMEA – Gold, World Finals – Gold).

This brings the total to five Gold Awards won by the CIC for 2013 alone, including the Gold Award for Best Contact Centre by the Contact Centre Management Group (CCMG) in August this year.