Call Center Scheduling Featured Article
Call Center Scheduling: Allianz Global Assistance Named Global Call Center of the Year
Allianz Global Assistance Canada, a travel insurance and assistance provider, has received top honors at the Global Call Center of the Year Awards this month in Seattle. The company earned the Gold Award for the 2012 Global Call Center of the Year in the small-to medium-sized call center category as well as the Silver Award in the Quality Category.
"We've put a lot of work into our call center and our quality assurance process, and this is terrific validation for that work,” said Robin Spence Haffner, director of operations support, Allianz Global Assistance Canada.
The International Customer Management Institute (ICMI), which hosts the Global Call Center of the Year Awards, recognizes call centers with operational and strategic excellence and commitment to delivering quality service in their call center activities. The Quality Award is given to the call center that best manages its quality assurance program and monitoring processes in order to increase customer satisfaction and meet business demands.
For more than 24 years, Allianz Global Assistance has operated its call center with a focus on delivering emergency assistance around the clock to Canadians who are travelling abroad. In Kitchener, Ontario, the call center is staffed with 60 agents, including a team of 16 registered nurses who provide services for Canadian travelers such as medical care monitoring, communicating with treating physicians abroad and personal doctors at home as well as arranging medical evacuation via air ambulance.
"We are proud of our team as they demonstrate their commitment to our customers in everything they do. They live our values daily, and we take pride when we say 'thank you for calling Allianz Global Assistance, how can we help?'” added Sandy Winfield, vice president of operations.
As an international provider of assistance, travel Insurance and health, life and home care services, Allianz Global Assistance has centers in 28 countries, with more than 10,000 employees who speak 40 different languages. The company also serves as an outsource provider for inbound call center services and claims administration for health insurers, property and casualty insurers and credit card companies.
Edited by Jamie Epstein