At least 29 corporates and individuals in the local contact centre industry walked away as winners at the Contact Centre Association of Zimbabwe Awards (CCAZ) 2016 held in Harare last Friday.
Addressing delegates at the event, CCAZ Awards 2016 Adjudication Committee chairperson Darlick Marandure said according to customer satisfaction ratings, the hospitality industry still rules the roost.
By Kudakwashe Pembere
“Generally the hospitality sector still remains at the top in terms of customer satisfaction rating with 81percent. Notable decrease was recorded in the Banking Sector with 44percent from 64percent and local authorities with 35percent from 42 percent. Product and Services quality with 24percent is the main driving factor in customer purchase decisions followed by staff attitude and speed of service and price being the fourth with 15 percent,” he said.
In the mobile telecommucations sector, Telecel Zimbabwe grabbed the top spot beating Econet Wireless Zimbabwe and NetOne who were second and third respectively.
“Telecel is very humbled and very honoured to have won the best mobile telecom sector award from the CCAZ. This customer service recognition is testament to our own focus and thrust as an organisation which is to be customer-centric and put the customer first,” he said.
Chimanda added, “In addition to this award we have also won recognition of excellency in the category of best call centre as first runner up. This award again points to our customer centric focus. we are glad to be recognised and we are happy that the CCAZ adjudicators were able to see what we do for our customers and that our customers actually experience that we are one of the best.”
Barclays Bank was the best bank in the banking sector category trailed by CBZ and Steward Bank.
Leading in the state owned enterprise pack was TelOne which was followed by NetOne and the Department of Immigration.
In the Air Transport sector, Fly Emirates emerged victorious over Kenya Airways and Ethiopian Airways who took the second and third position.
The best automobile award was given to Autoworld which beat Toyota and Zimoco.
DHL was the winner of the courier services sector while Engen grabbed an award in the Service stations sector.
MultiChoice bagged the 2016 Best Call Centre Award tailed by Telecel and Netone.
Econet collected the 2016 Corporate Social Responsibility Award with LaFarge and Zimplats being the runners up.
NetOne emerged as the Most Improved Organisation while Powertel was the second most improved followed by the Passport Office.
The best customer service personalities of the year were Steward Bank’s boss Dr Lance Mambondiyani and DHL managing director Jeff Phiri.
Econet’s call center manager Parshon Muranganwa and NetOne’s Customer Care Manager Kennedy Mateko where crowned the Contact Centre Managers of the Year.
Speaking at the same event, Minister of State for Provincial Affiars in Harare Metropolitan Province Hon. Miriam Chikukwa said Government is driving the Consumer Protection act.
“Currently, we are aggressively driving at ensuring we have the Consumer Protection Act to enhance consumer protection in the country,” she said.