Computershare Wins 2011 Nice Customer Excellence & Satisfaction Award
10 May, 2011
US communication centers recognized for outstanding performance and service levels
Computershare Limited(ASX: CPU), a leading financial services provider for the global securities industry, today announced that it has received the 2011 NICE Customer Excellence Award for its US communication center operations for the second time in three years. Over 50 companies were up for this award, which is sponsored by communication center industry leader NICE Systems.
"Over the past year, we have increased focus on applying our quality programs to our written correspondence and e-mail responses, like we do for telephone interactions," said Jason Stout, Communication Center Senior Manager, Computershare Equity Services. "Through this effort, we have created a scoring program that allows us to identify coaching and development opportunities for our customer service representatives across all communication channels. This has driven performance to benchmark levels within our industry."
"This award - the second one in three years - really illustrates our long-term commitment to continuous quality improvement and our dedication to providing the best shareholder experience to all those who contact us," said Joseph Spadaford, EVP, Operations, Computershare Equity Services. "We leverage the best resources, such as NICE systems, that will help us discover areas for service improvements and then take action. Because of this, our clients' shareholders have rated our service performance higher and higher over the past four years."
This recognition came at the same time Computershare received honorary mention for best BPO (Business Process Outsourcing) program at the IQPC PEX Network's European Process Excellence Awards. PEX or the "Process Excellence Network" is a division of IQPC (formerly known as Six Sigma IQ) that provides access to a multitude of resources for process excellence practitioners.
The NICE Customer Excellence Award winner is decided by a panel of industry experts, including The Call Center Networking Group, the leading network for customer care professionals, The Call Center School, a company dedicated to the professional development of individuals in the call center industry, and Baybridge Technologies, a supplier of innovative decision support software, custom software development services and analytic consulting to the customer contact center industry.
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.
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.computershare.com.