At Colt, we put the customer at the heart of everything we do. It’s written in our strategy, it’s in our vision, and we’re focused on doubling down on customer experience (CX) now more than ever before.
Why? Because awesome customer experience is no longer a point of differentiation for businesses, it’s becoming the minimum. We understand our customers’ needs and expectations are always changing, and we are determined to not only meet these expectations, but to consistently go above and beyond.
The European Contact Centre and Customer Service Awards 2020 (ECCCSA) took place last week, with over 2000 people tuning in from across Europe for the virtual awards evening. Catching a glimpse of so many projects, laser-focused on the customer and hearing the stories of other talented teams was inspiring. It was also an honour to join the other Finalists – together representing 26 different countries – and we were excited to compete for the crown of best customer service in Europe.
We walked off the ECCCSA virtual stage with the Gold award for Best Innovation in Customer Service in Europe.
It is deeply gratifying to see that the work the customer services team did to simplify processes, improve quality, half response times and dramatically improve employee and customer satisfaction has been recognised alongside such prestigious companies as; Microsoft, Amazon, BT, Atos and many, many other B2B and consumer organisations.
This win reinforces the focus we have on our customers, the time we’ve invested in our people and processes, and the bold changes we’ve made to our organisation; it also reflects the strength of Colt’s overall culture of innovation and agility as the judges praised our entry as some of the most innovative work they’ve seen in recent years – not just in customer service.
Already this year, we’ve kicked off our 100 Voices programme – interviewing our customers to gather their in-depth views; we have bespoke machine learning algorithms that run over the top of every customer survey, so can take informed actions on these inputs. Our newly created Customer Relationship Management function gives customers a single point of contact for non-fault issues, continued enhancements to our self-service customer portal, Colt Online and the recent launch of our new customer experience and digital forum that joins up our CX and digital activities are more examples of how we’re making it easier to do business with Colt.
And we’re not stopping here. We have exciting plans right across the business, and this recognition has fired us up even more to make every interaction our customers have with Colt easier, faster and more consistent. We’re going to continue to be the customer by listening, understanding and making things simple. Big congratulations to everyone at Colt who came together to make this happen, it truly was a team effort, and I’m excited to see what we can continue to deliver for our customers in the months to come.
Mark Beeden is Vice President, Customer Experience and Service Management at Colt.