The Contact Centre Association of Zimbabwe (CCAZ) in partnership with Chartered Institute of Customer Management (CICM) The Financial Gazette (Official media partner), Ministry of Tourism and Hospitality Industry and Consumer Council of Zimbabwe (CCZ) hosted the 6th edition of the Service Excellence Awards. The awards are organized annually by CCAZ since 2011 and has since seen significant growth not only in numbers but also in forthcoming organisations participating in this annual prestigious event.
This year’s edition held at the Rainbow Towers Hotel on Friday the 20th of October attracted over 500 delegates from over different organisatons. Gracing the event were high profile delegates; Mr Cosmas Chigwamba who is acting Permanent Secretary in the Ministry of ICT and Dr. Thorsten Hutter Ambassador of German to Zimbabwe were the Guest of Honour and Key Guest respectively. In his speech Director Chigwamba mentioned that, ” Customer expectations are continually rising, the wider community is becoming aware of the value and role that customer service plays in achieving business success. This highly demanding area is arguably the critical success factor for many organisations and the country at large. For this reason, CCAZ introduced the Service Excellence Awards to recognize, promote and reward excellence, professionalism and outstanding achievement in all sectors of the country”.
The outgoing CCAZ President had this to say about the SEA, “CCAZ HAS JOINED HANDS WITH CHARTRED INSTITUTE OF CUSTOMER MANAGEMENT A PLAUSABLE MOVE WHICH WILL SEE ALL WINNERS AUTOMATICALLY PATICIPATE INTO THE REGIONAL AND CONTINETAL CONTINETAL AWARDS. I AM HAPPY TO NOTE THAT OVER THE PAST SIX YEARS THE ASSOCIATION HAS BEEN AT THE FOREFRONT TO PROMOTE A CULTURE OF SERVICE EXCELLENCE AND UPHOLD CUSTOMER SERVICE STANDARDS AND VALUES WHICH ARE KEY INGREDIENTS FOR ECONOMIC AND SOCIAL TRANSFORMATION OF OUR BELOVED COUNTRY. AS YOU MAY BE AWARE, THE SERVICES SECTOR AND CALL CENTRE INDUSTRY IS GROWING WITH 22 CALL CENTRES HAVING BEEN SET UP THIS YEAR EMPLOYING OVER 1000 PEOPLE. THE FINANCIAL SECTOR HAS MORE CALL CENTRE THAN ANY OTHER SECTOR.’
Also present and representing our team of adjudicators Mr Gonye said, “Distinguished Guests, The research was composed of Mystery shopping, Structured questionnaires were distributed and to reach a wider audience we also used Survey Monkey, an On-line research application. The research which covered the period Oct 2016 to Sept 2017 was done from June 2016 – Sept 2017 . The physical questionnaires were distributed in Bulawayo, Harare, Bulawayo, Chitungwiza, Mutare, Gweru, Victoria Falls, Kwekwe, Marondera, Chinhoyi, Masvingo and Kariba. The targeted feedback was 13 000 questionnaires .Of the total participants,53% were female while 47% were male. The majority of the respondents belong to the technology savvy generation(26-35 with 39% and 36-45 with 34% ) years age range. The overall response rate was 97%.
The National Customer Satisfaction Index report, a survey which was carried out by CICM in partnership with Select Research and CCAZ played a pivotal role in helping the adjudicators come up with the winner’s list. Mystery shopping and Survey Monkey- an online voting platform are also the other methods implemented by our team of adjudicators.