Softline Pastel, the South African developer of accounting and business software, scooped nine awards at the Contact Centre World Awards in London this past weekend.
In the best sales agent category all top three places were awarded to the Pastel team: Simbai Shutu, Richard Mukuka and Zinzi Tunce – with only one point separating each candidate. The company also achieved second place in the best supervisor and best customer service agent categories and third in the best operations leader category.
Tamsin Bradford, Pastel’s support centre manager, who placed third in the best leader category, says: “It was the first time that individuals from Pastel were nominated for this prestigious international award and we are incredibly proud of the team’s results.”
Pastel’s 150-seat call centre based in Woodmead, Gauteng also performed well in the group categories. It was placed second for best help desk and first for best community spirit, awared to contact centre that demonstrates a commitment to the community and is involved in local community activities.
This year’s nine awards is six more than Softline Pastel gathered last year.
Bradford comments: “Pastel has managed to help raise the level of awareness of the South African call centre industry and its globally competitive levels of service.”
Other South African representatives at the awards included Volkswagen, Clientele Life and O'Keeffe & Swartz.
The award benchmarks entrants against the best in the Europe, Middle East & Africa region. The judges consider both management strategy as well as the actual achievements of the support centre and individuals and the final result is determined based on a combination of written entry and judging by industry peers.
Pastel’s support centre handles ore than 1-million calls per annum as well as 60 000 e-mail and other contacts per month.