318 — NovaBank awarded first CRM Prize for outstanding customer service in Greece

Jul 9, 2002 | Conteúdos Em Ingles

Altitude Software User awarded the Teleperformance CRM Grand Prix Award 2002 for
Best Multimedia Contact Centre & Customer Service in Greece .

NovaBank, a fast growing Bank in Greece, has been awarded the Teleperformance CRM Grand Prix Award 2002, in recognition of its outstanding phone and e-mail customer support. NovaBank was amongst a host of recognised companies chosen to compete in the CRM Grand Prix event this year. Organisations were judged on a variety of pre-determined scenarios designed to assess the quality of call-handling, ranging from speed of service and product knowledge to overall attitude and effectiveness of the contact.

The bank set up in December 2001 an Altitude-enabled multimedia contact centre so as to build strong and value added relationships whilst reducing its operational and support costs.

‘We are extremely proud to receive the Teleperformance CRM Grand Prix 2002 award,’ said Dimitris Georgopoulos, NovaBank’s Remote Channels Director. ‘It recognises our ability to consistently deliver the highest levels of service to
our customers.’

NovaBank is a modern and flexible bank that has been operating in Greece since September 2000. This fast-growing bank has established its presence in the Greek market by means of large investments, excellent know-how and customer-oriented philosophy.

The bank is the result of collaboration between Interamerican, the leading Greek insurance group and a member of Eureko Group of Companies, and Banco Comercial Portugues, a leading global financial institution with subsidiaries on three continents. The bank’s objective is to become a landmark in the development of the Greek banking sector, offering competitive and differentiated products as well as excellent service.

NovaBank’s Multimedia Contact Centre is today the main point of contact for its customers. Indeed, it handles 7 out of 10 inbound and outbound customer interactions, which are managed and routed by Altitude Software. The Athens-based contact centre supports 31 full-time positions, and provides assistance to the bank’s customers with banking transactions, loan enquiries, credit cards, accounts, advice on new banking products and services, and signing new customers.

‘With our significant commitment to customer service, Altitude Software provides NovaBank with a critical tool for managing key interactions with our customers,’ stated Georgopoulos.

Mantis Informatics, a key channel partner in Greece, has provided Custom Integration to link Altitude ‘s contact centre software solution with NovaBank’s core IT systems.

‘NovaBank has a vision of CRM that focuses on bringing real value to its retail customers,’ said Panayiotis Vlachos, Mantis Informatics Division Manager. ‘I believe the clarity of the vision and the solid functionality provided by Altitude Software was the key to our successful execution of a 20-day contact centre project plan.’ ‘NovaBank’s contact centre success with this year’s Teleperformance CRM award shows that true CRM must be a business strategy, as well as a technology, in order to deliver maximum results’ said Maximino Gouveia, Altitude Software Vice President EMEA Operations. ‘Working with NovaBank was especially exciting, as it gave us the opportunity to be involved in a successful new bank launch in Greece.’

The Teleperformance CRM Grand Prix was created in 1988 by Teleperformance, the multimedia contact centre division of SR.Teleperformance, a global telemarketing and teleservices company. The Grand Prix is considered the premier global customer service award, made possible by the international network of Teleperformance subsidiaries. It measures the standards of service offered by companies over distance (telephone, email and Web interactivity) and recognises those who set the benchmark.

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