Xerox has won best International Shared Services of the Year at the Irish Contact Centre and Shared Services Awards 2011. The prize recognises the strong operational performance, service delivery innovation and global support provided at Xerox’s Dublin Global Delivery Centre (GDC) for more than 100 corporate customers. It was also named runner-up for the Customer Retention Programme award.
Xerox’s Dublin GDC is one of four worldwide centres that provide customer support services and technical expertise for Xerox devices as well as Xerox managed print services (MPS). The judges in particular commended Xerox for its 100 per cent customer retention rate and also cited several major service innovations at the Dublin GDC. These include a system that allows Xerox’s MPS customers to log issues from a Smartphone or tablet computer and a Xerox sustainability calculator that monitors the environmental impact of printing.
In total, 35 companies were nominated for an Irish Contact Centre and Shared Services award across 18 categories. The awards are hosted by the Contact Centre Management Association (CCMA) Ireland.
Lurlene Duggan, general manager, Xerox GDC, said: “Xerox is committed to continually improving customer service. We know that the better we can serve our customers, the more they can focus on what matters most to them – their real business. With a highly skilled team and technological innovations that ensure the best delivery platform possible, we’re achieving the highest standards of service, and we’re honored that CCMA has recognised us for that accomplishment.”
Dorothy O’Byrne, managing director of CCMA Ireland, added: “This achievement has positioned Xerox as a market leader in international service delivery. Xerox’s Dublin GDC is setting an exceptionally high standard and is leading the field for global customer support.”
For more information, visit http://www.xerox.com, http://news.xerox.com
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