Only very few of us are excited by the prospect a call centre taking our call. But what if we were to tell you that this particular answering service had been recognised for five years running as one of the best call centres in New Zealand? Would you contemplate calling, just out of curiosity? 

For the fifth year in a row the Coca-Cola Amatil New Zealand team took out first place at the CRM Contact Centre Awards, in the Outbound Business-to-Business Calling category. 

And it didn’t stop there. They also took home third place in the Online Web/Email Service category and won the industry sector award for consumer goods. 

Coca-Cola Amatil

“This isn’t just a job – it’s what we do and it’s who we are,” said Coca-Cola Amatil New Zealand’s national contact centre manager, Nina Haslip. “We foster a very inclusive and collaborative culture so when we win, we win as a team.”

The CRM Contact Centre Awards have been running in New Zealand for nearly two decades, providing an annual snapshot of the quality of service delivered by contact centres over the phone and internet. 

As part of the judging process, call centres are contacted anonymously about 20 times in the lead-up to the awards and marked on their performance.

Coca-Cola Amatil New Zealand’s national contact centre manager, Nina Haslip, credits the team’s strong leadership and caring culture as paramount to their success. 

“It’s something we take a lot of pride in,” Haslip said. “This isn’t just a job – it’s what we do and it’s who we are. We foster a very inclusive and collaborative culture so when we win, we win as a team.”

The team is now gearing up for 2017, hoping to build on their record with a sixth consecutive win. They’ve also set their sights on taking out top honours for call centre customer service – the coveted Supreme Award.  

“If we win the Supreme Award it means we’re not just industry leaders in our sector, but across all sectors,” Haslip said. “2017 is shaping up to be a big year.”