Olympic Air's Call Center wins CRM Grand Prix award
Olympic Air’s Call Center has been awarded the Teleperformance CRM Grand Prix Award, in recognition of its outstanding phone and e-mail customer support. Olympic Air won the first place amongst four airlines and fifth place overall out of 45 call centers, which participated in the annual CRM (Customer Relationship Management) Grand Prix 2010 competition.
The CRM Grand Prix annual event has been established by Teleperformance, the largest group of CRM services, Telemarketing and Teleservices in the world and it is conducted simultaneously in 40 countries to assess the level of services offered by companies to their customers.
Call Centers were judged on a variety of pre-determined scenarios, designed to assess the quality of call-handling, ranging from speed of service and product knowledge to overall attitude and effectiveness of the contact.
Under this process, each contestant Call Center receives a certain number of secret calls & e-mails from the local office of Teleperformance with predetermined scenarios, identical for all the participants. Teleperformance records the results of each call and grades accordingly.
Olympic Air’s Call Center, a newly formed department, participated in the contest for the first time, achieving the highest score in its sector, based on pre-decided, concrete and objective criteria.