CCEP NZ named top Contact Centre in Aotearoa New Zealand

Coca-Cola Europacific Partners NZ (CCEP NZ) has been recognised for providing outstanding customer service at the annual New Zealand CRM/CCNZ Contact Centre Awards 2022.

The nationwide awards cover all industries and focus on seeking out the best client service delivered by contact centres over telephone, email and live chat.

CCEP NZ Contact Centre took home a series of impressive category wins and acknowledgements including, number one for Outbound B2B, for the 11th consecutive year and number one Inbound Consumer Support Services. The team also placed in the top three for the Diamond Award of overall best contact centre and third place for LIVE chat.

Individuals were also recognised with the WOW awards. Service & Sales Specialist, Miracle Mata'afa, was named the Best Inbound Representative and Outbound Sales Representative, Paige Saxe, was named the Best Outbound Representative.

National Contact Centre (NCC) Manager, Rebecca Martin, is said to have been recognised among the best in ​​​​​​​​​​the industry by an independent, external auditing process, which is positive overall recognition for the team and a reflection of the experience they provide their customers.

"It’s an honor to be acknowledged and I'm incredibly proud of our people’s continued dedication and commitment to excellence. We always strive to be the best we can be and never get complacent. It’s important we benchmark ourselves against the industry to ensure we are delivering the absolute best in customer service,” said Martin.

Managing Director of CCEP NZ & Fiji, Chris Litchfield said the recognition showcases how CCEP NZ’s commitment to the customer is at the heart of what the business does.

“As a company, we’re committed to helping our customers thrive. Our National Contact Centre team plays an important role in connecting our customers to our services. For many years, our NCC team has been consistently gaining recognition across the country. We are ​very proud to see that this year they have once again delivered excellence, taking home multiple awards at the prestigious Contact Centre Awards 2022,” Litchfield said.

Established in 1997, the CRM Contact Centre Awards ceremony rolled out the red carpet for the winners’ “Walk of Fame” at the Auckland’s Cordis Hotel. The CCNNZ Winners and the CRM Inbound, Outbound, Email, Live Chat, Social-Media and Supreme Awards make up the biggest show in town for NZ’s Customer Contact Industry.

Each year a team of specially selected industry judges contact businesses throughout New Zealand anonymously, surveying the quality of service delivered by their contact centres over the telephone and internet.