Won prize for best customer service
Torunn Meosli (middle) accepted the prize on behalf of the Brønnøysund Register Centre.
The Brønnøysund Register Centre aims to constantly improve its customer service. The centre was the clear winner in its category – the public sector – which comprised eight contenders. In all, 73 call centres participated in 12 categories. The overall winner was DFDS Seaways.
In the public sector category, the Brønnøysund Register Centre won with a score of 90.8 points, while the Norwegian State Educational Loan Fund (Lånekassen) came second with 87 points. The grounds for the prize emphasised that our customer service staff were helpful, interested in the customer’s enquiry and knowledgeable. Customers felt they were well received and that they were given good help.
The Call Centre Days is Scandinavia’s biggest customer service centre conference. The customer service prize is awarded on the basis of a blind test of randomly selected customer centres. The year 2010 was the first time that public telephone services were included in the competition.
Customer service days
In 2010, the Brønnøysund Register Centre organised internal customer service days for the third time, with the aim of raising competence among employees who, in some way or another, deal with customers. This year’s customer service days consisted of a total of 13 sessions – 12 in Brønnøysund and one in Narvik. The event was tailored for customer service staff from all departments and their managers. The aim is for all customer service staff and their managers to feel ownership of norms, methods and tools in the area of customer service, and to establish a common understanding of what constitutes good customer service.
‘The reputation of the Brønnøysund Register Centre is based on how users experience their contact with us – either by phone, in person or through written communication. We have achieved good results in this area. Thanks to the great effort of those who provide telephone services every day, we have scored high on reputation for many years. But there is always room for improvement. If we are to maintain our good position, we need to constantly improve and develop. The customer service days make a great contribution to this,’ says Director General Erik Fossum.
