Dimension Data received the national solution provider award at the South African Contact Centre Community (Sacccom) national contact centre awards ceremony.
The national solution provider award acknowledges a supplier/service provider for the implementation of a solution tailored to the needs of a contact centre client, which delivers business value and shows quantifiable return on investment. Dimension Data was recognised for its implementation of a quality management solution for independent medical aid administrator, Medscheme.
Following the successful deployment of the quality management solution, Medscheme was able to increase the first call resolution rate and average speed to answer at its call centres located across South Africa. The solution furthermore enabled Medscheme to instil a quality management culture into its organisation, enabling it to significantly improve customer service.
"We have seen an immediate improvement in agents` behaviour following this deployment. This has enabled us to establish a customer-oriented ethic within our organisation that fosters a culture of promoting customer satisfaction," says Kevin Wright, Medscheme`s chief information officer.
Earlier this year, regional contact centre awards were held in the Western Cape, KwaZulu-Natal and Gauteng. Dimension Data received the regional solution provider awards in KwaZulu-Natal (KZNonSource) and Gauteng (ContactinGauteng), which were both entered as finalists in the Sacccom national contact centre awards.
Commenting on the award, Mike Fairon, national practice manager for customer interactive solutions at Dimension Data, said: "We are very pleased to receive this accolade, which recognises and rewards excellence in the contact centre industry. The award bears testimony to our dedication in delivering contact centre solutions that add value to our customers` businesses."
The regional contact centre awards took place in the Western Cape, KwaZulu-Natal and Gauteng where awards were presented in a number of categories. All regional winners were entered into the Sacccom national awards, which took place in September 2005.
Sacccom was established in July last year as the professional body representing the contact centre and business process outsourcing (BPO) industries in SA, and is tasked with promoting the country as a premier offshore call centre and BPO destination.
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Dimension Data plc (LSE:DDT), a specialist IT services and solution provider, helps clients plan, build and support their IT infrastructures.
Dimension Data applies its expertise in networking, security, operating environments, storage and contact centre technologies and its unique skills in consulting, integration and managed services to create customised client solutions.
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