Three Cheers for Three’s Customer Care Teams
Here at Three, we always go above and beyond for our customers, so it was really wonderful for all of our hard working teams when we picked up three awards and a commendation at the Customer Contact Management Awards in 2021!
- Large Contact Centre of the year 2021
- Best Customer Experience 2021Contact Centre of the year 2021
- Best use of digital channels 2021
- Highly Commended: Three Ireland Social Media Team
Here is just some of what the judges had to say:
Large Customer Contact Centre of the Year 2021
The highly esteemed award for overall operational excellence within our industry – “Customer Contact Centre of the year – large 2021” is awarded to Three Ireland.
This industry-leading operation is at the forefront of digital transformation, recognised for delivering real strategic value to Three’s customers, staff and business.
In the past 12 months, Three has delivered a company-wide digital transformation programme, resulting in a more responsive and agile way of doing things.
This transformation has enabled Three to connect to its customers in exciting new ways and empower its people to create better customer experiences.
In recognising Three for overall excellence and performance, the judges would like to congratulate them on their successful digital transformation programme, underpinned by a highly engaged workforce, a culture of getting it right first time and bold leadership, resulting in more efficient, easier and better connected customer experiences.
This operation has set the bar for excellence, innovation and distinction – Congratulations!
Best Customer Experience
The highly coveted prize in 2021 for overall customer experience excellence within our industry – “Best Customer Experience” is awarded to Three Ireland for consistently innovating and putting the customer at the heart of everything they do.
Three’s clarity of purpose and overriding vision to provide customers with a better-connected life is glaringly obvious and provides the foundation for delivering the ‘Ultimate Experience’ across all channels and activities.
Customer feedback is at the core of their business.
From listening to what their customers were telling them; they have implemented several exciting initiatives over the past 12 months. From partnering with Amazon’s Alexa to provide the world’s first voice-assisted top-up experience, to implementing a one-stop-shop to provide interactive support for 50 smart phone devices and 5 broadband routers, through to introducing ‘3Live’ - a live broadcast medium providing engaging and entertaining content presented by Three’s own experts.
Best use of digital channels
This award category recognises companies that have integrated digital channels within their organisation, not only to improve customer service delivery, but also to bring about real business benefits within the contact centre and wider organisation. The judging panel were unanimous in their decision that Three Ireland were the deserving winners of the Best Use of Digital Channels award for 2021.
The Covid-19 pandemic had a very significant impact on customers with home schooling, and more people working from home, leading to increased demand for Three’s digital services. The team demonstrated a swift and comprehensive response to covid across all digital channels by hiring and skilling up new team members, launching a bot and developing a new community portal.
Highly Commended: Three Ireland Social Media Team
The judges would also like to highly commend the Three Ireland CareTeam, who despite being a small team experiencing high volumes were able to demonstrate a strong approach to training, development,
and communication whilst working from home.
This team showed good examples of how they measured their success through efficiency, quality and customer experience performance metrics and identified opportunities for further improvements.