Sage Ireland, the leading international
supplier of business management solutions, was awarded the Best
Technical Support Centre 2009 this year’s Irish Contact Centre and
Shared Services Awards with stiff competition from Dell, Chorus
Ntl, eircom and Stream. The award recognises and promotes best
practice and acknowledges innovation and excellence within the
contact centre industry.
The Award for Best Technical Support Centre
sought outstanding vision in managing customers and for outstanding
quality of customer service and commitment to the customer.
The Contact Centre Management Association (CCMA) measurement
criteria included customer satisfaction, first call resolution,
evidence of investment in technical skills and knowledge retention
in addition to quality monitoring of service and staff.
“In selecting Sage as the winner of this award
the judges noted the significant improvements demonstrated in the
last year, the real evidence of investment in people and processes
and the passion clearly visible for achieving customer excellence”,
explains Dorothy O’Byrne, Managing Director, CCMA. “Sage was
the judges’ unanimous winner of the accolade Best Technical Support
Centre 2009”.
Sage Ireland has a team of 45 technicians that
manage and support over 28,000 customers across Ireland. The
technicians are divided into teams and support Sage Accounts
Production and Coretime, Sage Payroll, Sage 50 and TAS.
“This award recognises that everyone in Sage
is critical to the company’s success in delivering the high quality
standards in technical support that enable our customers to compete
effectively”, said Maurice Whelan, Head of Customer Services, Sage
Ireland. “Our team of Sage employees is solely focused on
meeting the service and business objectives of our customers.
It’s a relationship based on close communication, shared objectives
and a strong team spirit. This award is a real
acknowledgement of their success”.
Our success is a direct result of the
dedication and hard work from our close-knit team”, says Liam
Mullaney, Managing Director, Sage Ireland. “We constantly
challenge ourselves and each other to set the bar ever
higher. These awards are a real acknowledgement of the
company’s success”.