Mercer’s Helpline has won the Contact Centre of the Year in the category for 81 to 150 full-time employees at the 2015 Victorian Auscontact Association Awards.
The AusContact Association is the united voice for the contact centre industry in Australia, and the annual awards recognize achievement at the highest level. Mercer, competing for the first time in the awards, will now vie for honours in the same category at the national awards in September.
Mercer Chief Customer Officer, Renée McGowan, said, “This award recognises the hard work that goes on every day in our Helpline to make a difference in the lives of our customers.
“As the administrator of a range of super funds, Mercer’s Helpline consultants need to have a strong working knowledge of many organisations, their service offerings and the needs of their thousands of customers.
“The demands of our Helpline staff are fairly unique in the industry and we believe their ability to meet, and go above and beyond these demands, is also unique.
“Our people are incredibly empathetic and help customers make decisions about their superannuation investments every day. We support them to meet this challenge through our industry-leading training, which leads to advanced knowledge about superannuation. We also live and breathe a culture of customer centricity.”
“We know that superannuation can be difficult to understand, and, particularly as people draw close to retirement, an emotional topic. Our goal is to make customers feel comfortable about their super, help them feel empowered to make choices and provide an exemplary standard of customer service.
“This award not only reinforces the value of our services to our superannuation fund clients, but reminds our people that what we are doing is important, valuable and industry-leading.
“Mercer is investing significantly in our people and our customer and administration services in Australia and New Zealand to ensure super funds are well placed to keep pace with increased customer experience expectations and competition.
“This award is an encouraging reminder that we are on the right track.”
Mercer has recently launched a range of programs to transform the customer experience capability for clients and customers, including:
- A new member registry integrated with world-leading customer experience tools
- Deploying the world leading CRM, salesforce.com, complemented by new sales and marketing automation tools
- New digital capability offering a contexualised and mobile first experience
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset – their people. Mercer’s more than 20,000 employees are based in more than 40 countries and the firm operates in over 130 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global professional services firm offering clients advice and solutions in the areas of risk, strategy and people. With 57,000 employees worldwide and annual revenue exceeding $13 billion, Marsh & McLennan Companies is also the parent company of Marsh, a leader in insurance broking and risk management; Guy Carpenter, a leader in providing risk and reinsurance intermediary services; and Oliver Wyman, a leader in management consulting. For more information, visit www.mercer.com.au Follow Mercer on Twitter @MercerAu