We’ve won Bronze for ‘Most Effective Employee Engagement Approach’ at the European Contact Centre & Customer Service Awards (ECCCSAs). This is the second year in a row that Arvato has been recognised at these coveted awards and was also shortlisted for the ‘Outsourced Contact Centre of the Year’.
This follows a year of high performance where we’re blending technology, operational excellence, and transforming employee engagement, to deliver strong results for our clients and their customers.
The awards, which are the largest in the industry, celebrate the organisations, teams, and people, who are leading the way in delivering outstanding customer and employee experience.
Over the last 12 months, we’ve delivered record customer satisfaction (CSAT) scores for our clients, outperformed our quality score target by 3%, resolved 84% of customer queries at first point of contact and generated over 6100 customer retention leads. We’ve also been leading the way with implementing self-serve and automation solutions, to create new efficiencies and free up employees to focus on more value-add work. 40% of all our interactions were handled by non-voice technology, including chatbots, and more than 450,000 transactions were supported by automation, cutting processing times by up to 95%.
This success is epitomised by our premium automotive client being ranked in the top 25 brands in the 2022 UK Customer Satisfaction Index (UKCSI) and an increase of 4.1% on the 2021 rating, and being included in its top ten list for complaint handling.
We’ve also seen strong engagement across our business. Our latest employee survey has produced our best results to date, with 98% of our employees feeling that Arvato is a great or friendly place to work and 91% saying their manager provides them with clear objectives and direction.
John Wybrant, Chief Operating Officer, Arvato CRM Solutions, said:
We’re proud to have taken home the bronze accolade and been a finalist in another category at such prestigious awards!
Our successful implementation of tech, combined with the outstanding customer satisfaction scores we have maintained, show that we are harnessing people and technology in a way that genuinely enhances the customer experience, while also boosting efficiency. And we’re investing in our employees to keep them engaged, as we recognise that we wouldn’t be able to deliver these results without our brilliant people.
Sally Neale, Chief Human Resources Officer, Arvato CRM Solutions, commented:
I’m really proud of these results! They are testament to the great things that can be achieved when concerted effort and investment is put into a well-planned employee engagement strategy that unifies identity and creates impactful initiatives that make a difference.
Our people are our greatest asset, and we will continue to use their feedback to develop our ‘Be 100% You’ strategy to make sure it continues to provide them with what they need to stay engaged, happy, healthy, and motivated.
You can find out more about these awards and a full list of the winners here. Congratulations to everyone involved!
