Achievement Awards Group has been a leading BPO and contact centre service provider for over 37 years. By understanding people, optimising business processes using digital technology, we create exceptional customer experiences.
Our selective recruitment means that we retain the best talent – people enabled with the skills to deliver authentic engagement and measurable CX value.
Driving CX success
150 inbound, outbound and blended agents (ability to expand as required)
Agents have a one-year minimum customer service experience and/or NQF Level 2
Agents are further trained in customer experience and NQF Level 2 and 4
Agents also trained in HeartMath (stress management), Social Styles (behaviour management), and Systems management
Omnichannel infrastructure includes an integrated, web-based CMS system for calls, SMSes, emails and faxes
IVR enables effective identification, segmentation and routing
Call recording and archiving for quality control
Flexible office hours if required (night shifts)
Multiple language support (SA only)
English premium voice quality
Real-time analytics viewed as dashboards
Customer insights
Full data and systems backup for disaster recovery
ISO 9001 2015-certified
Queuemetrics
ACD | MIS | Voice Recording | Asterisk servers
100 mb network with 1 Gb fibre backbone
HP and 3Com switching infrastructure
5 PRIs allow for up to 150 concurrent calls
Data security [available, protected, trusted]
Proprietary CX-based software
awardscontactcentre provides 24/7 access to custom dashboards, so you can monitor KPIs across your digital and voice channels and drive insights into your CX strategy for immediate effect.
Leverage a 360-degree understanding of customer interactions
Real-time interaction data and monitoring
Network queueing
Volume, SLA and intelligent routing
Proprietary CRM
Science shows that intrinsic motivation leads to enduring performance. Our unique employee experience platform incorporates gamification, ensuring that our agents learn, grow, collaborate and innovate with every customer interaction. Outcome? Exceptional CX.
