Portugal Telecom’s excellence in customer care reflects itself in the victory at European level in several categories of the ‘World Awards 2009 – Top performers’, disclosed on 17 June in the scope of the ‘Top Ranking Conference’ in London. These awards, a ContactCenterWorld initiative for the EMEA (Europe, Middle East & Africa) area, consolidate PT’s positioning as an international reference in the industry.
SAPO ADSL and PT Contact won the first prize in the ‘Best Technology Innovation’ and ‘Best Recruitment Campaign’ categories respectively. These awards also included TMN that won Silver in the ‘Best in Customer Service’ category and PT Contact once again, which won Bronze in the ‘Best Community Spirit’ category.
Portugal’s major telecommunications network also got prizes at the European Top 5 Performers. Both TMN and PT Contact received awards in the ‘Best Outbound Campaign’ and ‘Best Outsourcing Partnership’ categories. TMN an PTContact received awards in the “Best Large Call Centre’ and “Best Internal Technical Solution’ categories respectively.
This conference was attended by several representatives from Portugal Telecom, namely Carla Basílio, Customer Care manager who made a presentation about the Sapo portal in the ‘Best Technological Innovation’ category in which PT got Gold. Eduardo Matos, head of Customer Care, represented PT Contact in the scope of the same award.
The head of Customer Care of PT Contact also made a presentation whose purpose was to explain the relationship of his company with the community where it operates, a story of success, recognised internationally, with direct impact on the company’s call centres, on Portugal Telecom and naturally on the surrounding community – practices that awarded Bronze to PT Contact.
Bruno Espírito Santo, head of Customer Care of PT, also made a presentation on the theme: “Better Customer Service” to demonstrate TMN’s experience in this domain – a category in which TMN got Silver. Ana Coelho, manager, PT Contact, also attended the conference as representatives of PT Contact.
This event, apart from honouring the best, is a particularly relevant initiative to share the world’s best practices performed by the 50 best organisations in the contact centre industry, among which is Portugal Telecom.