Volkswagen Group South Africa’s Contact Centre rated best in South Africa


Volkswagen Group South Africa’s (VWSA) Customer Interaction Centre won the gold award at the Contact Centre Management Group annual Contact Centre Awards held in Kyalami recently.

Volkswagen Contact Centre

The conference was hosted by the Contact Centre Management Group (CCMG), the official South African Contact Centre professional association responsible for the development of businesses and individuals in the Contact Centre industry.

VWSA’s Customer Interaction Centre received the gold award for Best Contact Centre in South Africa.

The 2013/14 awards attracted over 500 entries across various industry sectors in South Africa.  Entrants are required to submit written entries in their respective categories to CCMG. These entries are then subjected to a stringent internal judging process, followed by an on-site visit and interview by the judging panel.  During the interview, finalists are required to demonstrate how their contact centre strategy and operations are beneficial to the business objectives.

The winners of this year’s awards have much to be proud of, as the standard of entries, attention to meticulous detail and competitive spirit was higher than it has ever been in the industry’s history.

VWSA’s Customer Interaction Centre was up against competitors from the short term-insurance and business process outsourcing industries.  Ryan Kleynhans, VWSA’s Customer Interaction Centre Manager said: “We are extremely proud of our achievement, it is a culmination of hard work and perseverance to deliver world class service to our customers and dealers from everybody in the Contact Centre.’’

Pommie Lutchman, Chairman of the CCMG Advisory Board said: “The judges were overwhelmed with the extent to which the VWSA team has collectively tackled each of the five individual strands that make an effective Contact Centre world-class – people, processes, performance, technology and information. With steely determination and defined policies and processes, the VWSA Customer Interaction Centre sets the benchmark for the rest of the Contact Centre industry, regardless of industry, location or size. Well done to the VWSA team.’’

VWSA’s Customer Interaction Centre, which has been in operation for nine years, has won a combined eight awards on both the international and national stages. These international awards include Best Outbound Campaign (EMEA – Gold, World Finals – Silver) in 2008, Best Contact Centre (EMEA – Gold, World Finals – Gold) in 2010 and Best Operational Manager (EMEA – Gold, World Finals – Silver) in 2012.

NOTE: EMEA region (Europe, Middle-East and Africa)