The 2011 Queensland Top 400 Business Awards officially honors NRG Global Solutions as a winner in the Rising Star category.
Held last November 25 at the Sofitel Brisbane, the Gala Awards Dinner drew in 400 of the top businesses, where a select 13 were given special honors. Besting hundreds of companies, NRG Global Solutions’ President Laurence Barlow accepted the Rising Star Award, proving NRG’s mark by leaping to 97th on this year’s list from the previous 382nd.
Barlow proudly recalls the night and how NRG climbed its way to success; “It was an exciting surprise to receive the Queensland Business Review Rising Star Award for the State’s top 400 companies. It would not have been possible without a great team both in Australia and the Philippines. I’d particularly like to thank our CEO Michele Bubke and our Asia Pacific Operations Manager, Scott Pollock. Their tireless leadership has ensured consistent growth over the last 3 years.
The Australian business community is developing a better understanding and acceptance of ‘Business Process Outsourcing’ (BPO). I think the Global Financial Crises has pushed businesses to look for more innovative ways to manage customer service delivery channels, and this is where we come in. The globally compliant Call Centre facilities we have in Australia and the Philippines handle customer service end-to-end, from ‘Welcome Calls’ to ‘Debt Collection’ for many of Australia’s largest Banks, Telecommunications and Utility companies.
As an indication of the growth in this sector, we opened our offshore facility in the last Quarter of 2008 with five people. In August this year, we moved into a new globally compliant facility that has the capacity to house 450 agents, implements modern security systems, and uses secure data protection measures.
Another contributor to the growth is our multi channel delivery technology. While it is true that most of the customer service work we take on is ‘voice based’, we are building out our service offerings using online chat support, text reminders, convenient payment gateways via iPhone, and an array of Cloud Computing applications that enhance and expedite the customer service experience.
We are looking forward to next year’s business awards. I’m sure you will see us even further up the list.
Asia CEO Awards
See who won the awards for the most accomplished leadership teams and individuals currently operating in Philippines and the region. The awards recognize extraordinary leaders who have demonstrated outstanding achievement for their organizations and contributions to others. http://www.asia-ceo.org/awards
Australian company Laithwaites wine people has looked to the Cloud to improve its call centre operations, rolling out a public Cloud offering across its new 35 seat customer service centre in Sydney. The company, which sells premium wine to some 65,000 Australian customers, was looking for a technology driven strategy to interact with its customer base, and decided to deploy IPscape across the business.
The International Association of Outsourcing Professionals® (lAOP®) today announced it is accepting nominations for The Global Excellence in Outsourcing (GEO) Award.
The award program, which is in its second year, recognizes outsourcing professional teams for their innovation and best practices. The GEO distinguishes outsourcing professional teams at customer organizations who have advanced the field’s best practices, created innovative solutions and delivered great results for their companies. “As outsourcing increasingly becomes strategic, it’s more often teams of outsourcing professionals who are creating the results their companies need,” said IAOP CEO, Debi Hamill. “On the heels of a successful first year, we once again look forward to honoring GEO winners on their accomplishments that raise the bar for all of us.”
Awards are presented annually for: The GEO Award for Best Practices – recognizes a company’s outsourcing team for developing and implementing one or more advanced business practices that have enhanced the design, implementation and management of their company’s outsourcing program. The team will be recognized both for its contribution to the management practice of outsourcing and for delivering measurable results for their company.
The GEO Award for Innovation – given to an outsourcing team that has implemented a new type of outsourcing relationship or new outsourcing approach that is ground breaking and worth special attention by other organizations. The goal is to recognize a practical innovation that has produced measurable results.
Nominations:
Nominations are open to IAOP member and non-member customer teams globally and applications for the award are prepared and submitted by the outsourcing professional team itself. Nominations are accepted through September 30, 2011. Submissions will be reviewed by a panel of independent judges selected by IAOP’s Membership Committee and led by Bill Hall, committee chair and founding partner of Pretium Partners.
Winners are recognized at IAOP’s Outsourcing World Summit® each February and will have the unique opportunity to share their leading-edge outsourcing approaches through multiple thought leadership activities led by IAOP.
For more information and to nominate your team, see GEO Awards.
About IAOP The International Association of Outsourcing Professionals® (IAOP®) is the global, standard-setting organization and advocate for the outsourcing profession. With more than 110,000 members and affiliates worldwide, IAOP helps companies increase their outsourcing success rate, improve their outsourcing ROI, and expand the opportunities for outsourcing across their businesses. To learn more, visit www.IAOP.org
Asia Pacific Customer Service Consortium Announces Winners of the 2010 Customer Relationship Excellence Awards
The Asia Pacific Customer Service Consortium (APCSC) has announced the list of Winners for the 2010 Customer Relationship Excellence Awards (CRE Awards).
They are selected through a comprehensive balanced score card of self assessment benchmarking, business case presentations, mystery calls, CSQS site assessment by the judging panel based on the Customer Service Quality Standard (CSQS), public web voting and a final round of judging by a panel of customer relationship excellence experts.
The goal of the CRE Awards is to promote service quality and Customer Relationship Excellence in international cities across Asia Pacific and to recognize governments, companies, business units, teams, and individuals that have contributed to the success of both their customers and the organizations that they serve.
Mr. Jason Chu, Chairman of APCSC said, “Customer Relationship Excellence (CRE) Leadership is the way forward! Asia Pacific maintains her high growth among the global economy and attracts continuous investments from both local and multinational firms around the world. Worldwide top institutions and brands recognize the importance in developing a stronger presence in Asia Pacific and expanding their share of the market, talents, distribution network and funding with new headquarters, flagship centers and public listing in order to rejuvenate and rebrand an Asia Pacific service icon.
The Asia Pacific CRE Awards focuses on differentiating and recognizing CRE Leaders who have strong commitments to CRE corporate values. They are keen to achieve the highest service standards of CSQS and quick to adopt latest best practices so as to invigorate and integrate internally across departments and city boundaries as well as externally with the social and environmental sphere to create a sustainable and smart growth for Asia Pacific and the global economy.”
To see the winners and for more information please visit www.apcsc.com
Aon Hewitt Ranked Top Multi-Process HRO Provider by HRO Today Magazine
Aon Hewitt, the global human resource consulting and outsourcing business of Aon Corporation announced it is ranked as the number one Multi-Process Human Resource Outsourcing (HRO) provider on HRO Today Magazine’s 2011 Baker’s Dozen list.
The publication surveyed HRO buyers on a series of questions about their service providers and their level of satisfaction with those providers. In addition to the best overall score, Aon Hewitt earned the top spot in two of three categories: breadth of service and quality of service.
“This recognition means a lot to us because it is based on client feedback,” said Jim Konieczny, chief executive officer, HR business process outsourcing, Aon Hewitt. ”It is a strong endorsement of our capabilities and the quality of the service we provide. Most importantly, it demonstrates the value we bring to clients on a daily basis.”
“Aon Hewitt has demonstrated its market leadership by leading this year with excellent scores in our quality of service index,” said Elliot Clark, chief executive officer of HRO Today Magazine. ”This important sector of HR outsourcing has seen significant change and evolution. Hewitt was one of the pioneers of Multi-Process HR Outsourcing, and now more than a decade later, their customers have just validated that they continue to dominate the industry with extraordinary performance.”
Datacom named as Company of the Decade Finalist in NZ Hi Tech Awards
The Datacom Group has been named a finalist for the Company of the Decade award in the NZ Hi-Tech Awards. The award will be judged by an international panel including Wall Street Journal’s Global Business Advisor of the Year, Gary Hamel, and Dell founder, Michael Dell and be announced in early May.
With exceptional growth over the decade, Datacom has proved it has the credentials to compete for this coveted title and was also the recipient of the NZ Hi-Tech Company of the Year in 2010.
The decade has seen the company’s turnover increase more than three-fold with offshore revenue now accounting for 50% of the total Group’s revenue. Staff numbers tripled over the same period and the number of offices increased from six to 35. The employment of around 3500 IT professionals makes the Datacom Group a significant employer in the Asia Pacific region.
Datacom crossed the Tasman to Australia in 1994 and the past ten years have seen the offshore Australian and Asian business expand phenomenally – from one client in 2000 and 120 employees to operations now in the six states in Australia and offices in Malaysia and The Philippines employing 1700 staff. Its success has been recognised at the BRW Business Review Weekly – Client Choice Awards with the receipt of Best IT Services Firm in Australia ($50-$200 million) for the last two years in a row.
Datacom’s newest data centre is based in Christchurch and opened one week before the 7.1 magnitude earthquake in September last year. The data centre survived the earthquake without any damage and continued operating during the power outage through the use of dedicated generators.
Jonathan Ladd, Datacom Group CEO, is obviously proud of the company’s achievements saying the past performance demonstrates its exceptional ability to deliver to its customers’ requirements; it also illustrates its agility to evolve and grow, two qualities that are prerequisites for IT industry market leaders.
“Datacom enters the next decade in a very strong position. With the continuing maturity of the Australian and Asian business, Datacom will become even more competitive in the trans-Tasman market. Our scale and scope means we are competitive not only from an offering point-of-view but also in infrastructure investment.”
Along with the traditional IT markets of IT management services and software development and integration, Datacom also operates in the business process outsourcing market. Datacom solutions range from core support services such as payroll through to customer care and brand enhancement for top global companies such as Netgear and Canon. This is another area that has grown over the decade with more customers seeking regional servicing and in particular trans-Tasman coverage.
Entries for the NZ Hi Tech Awards hit record numbers this year. The awards are run by the Hi-Tech Trust and began in 1993. The entries for the various categories will be judged by a panel of over 40 local judges and a dozen international judges.
The Customer Relationship Excellence Awards 2010 (CRE) Awards has recognized many industry leaders and professionals for their customer centric service innovation. The participants have come from many international cities and business sectors in both corporate and individual categories, all demonstrating their business successes, best practices and insights on CRE.
As we witness how CRE Awards winners continue to bring new service levels, quality standards and benchmarks to shape the future directions of business practices, the organizing committee hope bring about more awareness on customer relationship excellence, to create win-win business partnership relationship excellence, and to make Asia Pacific a better place to live and do business in the region.
Why you should Participate or Nominate others for this prestigious award:
The CRE Awards offer the most comprehensive assessment and respected international recognitions in Customer Relationship with international bodies and business leaders’ endorsement.
CRE recognition increases and fortifies the corporate brand internationally
Share experiences and learn from one another amongst the World-Class leaders and achieve the goal of market leadership.
Better customer perception and confidence in dealing with the organisation
Continuous improvement opportunities and benchmarking of the organisation’s Customer Service efforts through APCSC’s CRM Benchmarking program
Far-reaching promotions and exposure of winners in the entire region through our international media channels and news coverage.
Other service excellence companies may be nominated to join the coming CRE Awards from other industries and countries.
