SNT wins Silver National Contact Center Award
SNT has been declared the 2006 winner of the Silver NCCA in the 'facilities services larger than 80 staff' category. SNT won the Award with its case about setting up a professional organisation at Wanadoo. The jury described the intensive collaboration as 'deep-sourcing' and particularly highlighted SNT's results in Wanadoo's crucial customer processes.
Jac Vermeer, General Manager of SNT: ¿For us, winning this award is one of the crowning glories of our work. Our cooperation with Wanadoo is the perfect example of a procedure involving all three of SNT¿s cornerstones: flexibility, quality and innovation. As a service provider, you have to be able to keep innovating and that's exactly what we're doing. The new SNT is really back on the air. We received the same feedback from our customers and fellow companies in the sector during the TCD where we were very successful.
Extract from the NCCA 2006 jury report on SNT
With internet service provider Wanadoo, SNT realised an extremely intensive collaborative process. Not through outsourcing but through deep-sourcing, as it were. A professional organisation was set up with a high level of commitment on both sides and with the widely accepted involvement of SNT in crucial customer processes at Wanadoo itself. Advanced technology and analyses were used to reveal the origins of customer contact so that it can be dealt with in a smarter way. With this case, SNT's enthusiastic management has shown that it is full of life, flair and fighting spirit.
About NCCA
Every year, dozens of support and in-house contact centers compete for the prestigious National Contact Center Awards, which are bestowed on the evening of the TeleCommerce Gala. Participating contact centers are evaluated on the basis of two main aspects: the case they submit (30%) and the contact center as a whole (70%). The jury evaluation can also include a site visit.
About SNT
SNT is one of the largest and most experienced service providers in the Netherlands in the field of multi-channel customer contacts. It is also the market leader in the Telecom/ISP, Finance, Retail and ICT/Technology segments in the Benelux.
SNT ensures that clients can effectively build up and maintain contacts with their customers. On the basis of the client¿s business objectives, SNT optimises the value of the contacts per customer segment.
For a large number of prominent clients, SNT has achieved important results in the balance between costs and customer satisfaction, the generation of income from incoming customer contact, and an increase in the conversion on telemarketing contacts. For more information, visit www.snt.nl.
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