Three Wins at CCMA Awards for Second Year in a Row

[Three_Pat]

Winner: Best Customer Experience Award 2022 & 2023
For the second year in a row, Three Ireland is the winner of the highly coveted "Best Customer Experience" award. With a unanimous decision by the judges, Three has demonstrated yet again its uncompromising approach to service excellence within the industry. In the last 12 months, we have seen impressive results, all underpinned by impressive growth in usage of our digital self service channels. Our mantra of “doing what’s best for our customer is doing what’s best for our business” is clearly paying off!

Winner: Best use of digital channels 2022 & 2023
This award recognises organisations that can demonstrate the successful integration of digital channels into their customer service operation, not only to greatly improve the customer experience, but also to deliver business value to the wider organisation. The judges were very impressed with this year’s winning submission, and for the second-year running, are delighted to declare Three Ireland as the undisputed winners. These results are even more impressive considering that the 9-person digital team support over 90% of customer contacts. The judges would like to congratulate the digital team on their submission and wish them every success with the very comprehensive roadmap planned for the coming year.

Winner: Support professional of the year: Vicky Cattermole joined Three 22 years ago. She has worked in retail, the contact centre, and as a team leader across many different areas. This prepared her well for her current role as Service Engagement Specialist in Three Ireland’s Limerick Service and Experience Centre. Her knowledge of what drives Three’s people is based on her own experience and her unique insights drive a passion for making people feel connected. Since Covid-19, Vicky has concentrated Three’s engagement programmes on ensuring that people feel heard, recognised, and kept up to date through Listening Leaders Meetings, the Ultimate Experience Program, and enhanced Digital ‘Home’ to support hybrid working. Vicky has also challenged herself over the years. She has advanced her skills through continuous learning, is a member of several business networking organisations and is committed to her health and family. The judges were unanimous in their choice of Vicky as Support Professional of the Year 2022.

Highly commended: Customer contact centre of the year – large:
The judges would like to highly commend Three Ireland in this category. With their continued disruption and innovation as they embrace the digital agenda, they are delivering significant value to their business, their staff, and their customers. A customer-focused, flexible, and agile operation, Three is one step ahead and is consistently adapting its operational model to meet the ever-changing needs of its customers and its staff. With a highly engaged workforce, strong customer insight and progressive technology, this is a smart, bold, and fearless operation that will continue to disrupt the customer service industry for many years to come.