Romford, 30th April 2014. Neopost is delighted to announce that their call centre not only won an award but also a team member received a personal accolade at the Customer Contact Innovation awards.
Organised by the Professional Planning Forum, these sought-after awards celebrate and benchmark excellence in the industry and recognise outstanding initiatives that are transforming the experience of customers. The awards were presented at the Forum's 14th conference in Brighton on 29th April, alongside the recognition of five Planning Forum Heroes, where each talked about how they achieved their outstanding results. The Planning Forum also organises opportunities to meet them and learn more during their best practice site visit programme this summer.
Neopost was awarded the Innovation Award for Insight for their imaginative and pragmatic approach to using speech analytics to focus the delivery of improvements for both colleagues and customers in their 150-seat centre.
Neopost’s Speech Analyst, Garth Harriman, also received a Planning Forum Hero award which recognised his exceptional personal contribution to the customer experience through his unique use of analytics.
Warren Tait, Customer Services Director, Neopost, commented, ‘My vision was to use Speech Analytics to impact as many operational elements of the contact centre as possible. We used the tool for both positive and negative language to understand and develop powerful, focused training and process improvements.’
Neopost is the European Leader and the number two world-wide supplier of Mail Solutions, as well as an increasingly significant player in the area of Communication and Shipping Solutions. A specialist in mailroom equipment, Neopost offers the most technologically advanced solutions for franking, folding/inserting and addressing, in addition to a comprehensive range of services, including consultancy, maintenance and financing solutions.
Neopost is also gradually developing a portfolio of new activities with the aim of reinforcing its offering and the services provided for its clients in the areas of Client Communications Management, Data Quality and Logistics Solutions.
With a direct presence in 30 countries and 6,100 employees, Neopost generated full-year sales of €1.1 billion in 2013. Its products and services are sold in more than 90 countries.
Neopost is listed in Compartment A of Euronext Paris and belongs notably to the SBF 120 index.