• The panel looked especially favourably on Endesa's status as the only company in Spain with N Mark Service Charter Certification in accordance with UNE 93200 from the Spanish Association for Standardisation and Certification (AENOR).

Endesa has been awarded the CRC Gold Award for best sales operation in 2011 by the Spanish Association of Experts in Customer Contact Centres, which considered the company to boast the best practices and processes in its Customer Relations Centres in the outbound telesales category. Endesa's Telesales Channel for the General Public, a segment in which the company had 1.027.829  gas and 10.987.361 electricity customers according to the latest available figures at 31 October 2011, has been developed in conjunction with Digitex, a strategic supplier of this type of service, with which it presented a joint candidacy. This is the second occasion on which Endesa has claimed an award in this category.

The Spanish Association of Experts in Customer Contact Centres uses an independent methodology which recognises the excellence, quality and the level of professionalism delivered in the service. In this context, the sales operation developed by Endesa in conjunction with Digitex was recognised as the best in the Spanish market based on an analysis of operational excellence, service strategy, quality provided, people management and technological innovation.  In the opinion of the panel, the process developed is the best in terms of integration and standardisation, from selection of the target group to the treatment of these customers and the subsequent verification by a third party of the result of this entire interaction, with quality indicators that on occasion exceed 98%.

It is a groundbreaking customer relations process, managing four suppliers and nine platforms with over 600 sales staff in two countries (Spain and Colombia), whose sales model competed with major players from a range of industries including the financial, energy, telecommunications and consumer sectors.

This year a key factor was Endesa's status as the only major company with N Mark Service Charter Certification in accordance with UNE 93200 from the Spanish Association for Standardisation and Certification (AENOR), which guarantees fulfilment of the commitments made by the company to its customers in the pro-active sale process in the General Public segment.  Service charters inform customers of the services that are provided and of the commitments made by the company in relation to their provision, permitting the definition of service standards that guarantee quality, compliance, monitoring and improvement, in this way ensuring that they do not become mere statements of intention.

The CRC Gold Awards were launched in 1999 with the objective of recognising the highest performing companies and to drive the professionalisation of customer service activities. They have since become established as the most prestigious awards in the industry and are recognised by businesses, professionals and businesses alike.

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