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Conectys has been shortlisted for the 2023 International Customer Experience Awards in the “Best Contact Centre” category. These recognise companies that excel in delivering exceptional customer interactions while swiftly and effectively resolving issues through top tier contact centre services.
Conectys and the European Commission’s Europe Direct Contact Centre (EDCC) partnership have been selected as a finalist. The submitted CX initiative aimed to enhance citizen engagement with EU policies through a multilingual, skilled, and highly modern call centre helpline.
As the winning project BPO partner, Conectys contributed to modernising the Europe Direct Contact Centre. The company provided valuable support covering 27 countries and 26 languages, talented agents, broad expertise, digital technology, relevant consultancy, GDPR compliance, and improved communication infrastructure. This increased the EDCC’s operational efficiency, elevated accessibility to EU knowledge, enabled cost-effectiveness, and leveraged cultural alignment.
“This initiative brought significant improvements, including an upgraded contact centre and enhanced customer satisfaction. Among various outcomes, we can emphasise a 20% increase in case management productivity, boost in speed and rate of answer, meeting crucial SLAs even during peak times, new language additions and significant reduction in cost per contact vs the previous setup”, says Iulian Bacain, Sales and Marketing VP at Conectys.
International Customer Experience Awards
Since 2009, Awards International® has been organising prestigious business awards programs, focusing on various aspects of the Customer Experience domain. This year’s ICXA™ features 22 categories dedicated to honouring unique aspects of innovative CX strategies. The winners will be announced later this year in November.