Maxis Berhad (Maxis) received a record total of 20 awards at the 13th Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) Annual Awards on 12 October. Maxis had to compete against the best customer service and contact centre operations from key industries in Malaysia, such as telecommunications, information technology, banking and finance, hospitality and the public sector.
[The Maxis team celebrating their achievement with a record 20 awards at the recent 13th CCAM Annual Awards.]
Maxis received Gold for the grand award for the night, The Best of The Best In-House Contact Centre. The other gold awards which Maxis won for the third straight year included Best In-House Inbound Contact Centre (over 100 seats), Best CRM (Customer Relationship Management) and Best Corporate Social Responsibility (CSR) awards.
Maxis had also defended the Gold Awards in Best Social Media and Best In-House Outbound Contact Centre (under 100 seats) for the second consecutive win.
In addition to the Corporate Awards, Maxis contact centre representatives were also recognized and awarded for their efforts and outstanding performance in their respective categories. Maxis said that this year’s win is a further improvement from last year when Maxis won a total of 15 awards.
The annual CCAM Awards identify, recognise and honour distinguished members of the Malaysian contact centre industry who have – with innovation, persistence and focus – taken customer service to new heights. It acknowledges best practices in the customer service and contact centre industry with the aim of increasing customer service awareness, encouraging customer centricity from Malaysian enterprises and customer service individuals.
Organisations participating in the awards are judged on their performance in the areas of Contact Centre Strategy and Organisation, Human Resource Processes (i.e. training and development, recruitment, compensation and motivation programmes), Technology, Customer Centricity and Service Quality and Optimisation. The judging criteria for Contact Centre Professionals relate to their quantifiable and documented contributions as well as evidence of their leadership, professional qualities and personal initiatives in the areas of team building, innovation, meeting KPI targets and self-development.