UWS Contact Service Centre ranked among the best call centres in Australia
The UWS Contact Service Centre (CSC) has been ranked the top performer among tertiary call centres in the January-March 2009 report issued by Customer Service Benchmarking Australia (CSBA).
The report showed that the UWS CSC outperformed 139 companies including banks, telcos, utilities, councils, financial institutions and airlines, setting the standard for customer service excellence.
The CSC also received the Best Telephone Customer Service Award at the Australian Tertiary Education Management (ATEM) Student Service Centre Conference, in which over 40 tertiary institutions were surveyed by CSBA.
To achieve such excellent results during the busiest period of the year, when 40,000 calls were serviced, is a testament to the CSC team's dedication to 'making a difference'.
CSBA made 50 mystery shopper calls to UWS over a 10-week period and calls were judged based on the time it took to be connected, greeting skills, agent manner, enquiry resolution skills, communication skills and complaint handling skills.
Deborah Moldrich, Manager of the UWS Contact Services Centre, says the team will continue to work hard to ensure that they maintain their position as the leading tertiary call centre.
"Our mission is to deliver a comprehensive and efficient information service, providing positive experiences and placing our clients at the centre of what we do," she says.
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