Airtricity scoops a pair of major customer service awards
Airtricity, Ireland’s second largest energy provider, has scooped a pair of major service awards in the past fortnight recognising the company’s commitment to digital services and to serving customers.
Airtricity’s Domestic Credit Control Team has been named ‘Consumer Credit Team of the Year’ by the Irish Institute of Credit Management at the Institute’s Annual Credit Awards. The prestigious title was awarded to the Airtricity team for its commitment towards working with home energy customers to help them manage payments for their energy bills in line with the Institute's Best in Practice standards towards managing customer debt.
The IICM award also recognises Airtricity's investment in innovations to cope with the current economic market conditions, such as its particular focus on supporting vulnerable customers and supporting language and cultural diversity in all customer engagements.
Sean MacMahon, Airtricity Credit Manager, said:
“We're extremely proud to have received this important recognition from the Institute. This award is due to the commitment and passion shown by our dedicated Domestic Credit Control Team who are working daily with customers with great compassion and understanding to help them manage their energy bill payments, especially in what is a very difficult economic environment for so many people. This award will continue to drive us towards always improving our service so we can make a real difference for our customers.”
Meanwhile Airtricity’s Digital Services, Operations, IT and Marketing Teams collectively won the Best Use of Technology Award at the 2013 Irish Contact Centre & Shared Services Awards, hosted by CCMA Ireland. The collaborative team triumphed in a hotly contested shortlist that included AIB Direct Channels, Dell, IDG Direct and UPC.
In choosing Airtricity, the CCMA judges noted the company’s enhanced use of digital communications through its innovative and customer-centric approach towards the overhaul and redesign of its online self service platform. This included an improved web presence, a complete redesign of the Airtricity website, a new email management platform and the development of a mobile app. Using ‘eye-tracking’ techniques in their research helped position the customer experience at the heart of the new digital interface.
Ronan Brady, Airtricity Digital Services Manager, said:
“We’re delighted with this award. It demonstrates and recognises all the improvements and progress we have made to our online customer experience over the past three years, including the redevelopment of Online Self-Service platform, the redesign of our Online Bill, the availability of online top-ups, and the delivery of class-leading mobile services. As a result 55% of all our customer service interactions are now made online.”
Congratulations also go this month to James Waghorn, Airtricity Customer Service Manager, who was nominated for the prestigious CCMA Contact Centre Manager of the Year award. James’ nomination is a reflection of the continuing success of his team and the company-wide commitment to offering the best customer service experience in any industry.