Ricoh Asia Pacific wins Gold Award for Best In-House Inbound Contact Centre
KUALA LUMPUR, September 18, 2023 - Ricoh Asia Pacific Pte Ltd has won the Gold Award for Best In-House Inbound Contact Centre (Small) at the 24th annual Contact Centre Association of Malaysia (CCAM) Industry Excellence Awards 2023. The CCAM, founded in 1999, promotes the development and implementation of professional standards in Malaysia. Ricoh’s first win at the CCAM awards, following the launch of the Regional Operations Centre (ROC) in 2022, is evidence of Ricoh's unwavering commitment to delivering excellent customer service in the Asia-Pacific region and growing status as a leader in the CRM and contact centre industry.
In a highly competitive category comprising over a hundred renowned contact centres and business process outsourcing (BPO) operations, Ricoh’s ROC Customer Excellence Centre emerged as the winner based on criteria including service quality, efficiency measures, customer satisfaction and employee engagement, scored and assessed by the CCAM and a panel of industry experts.
The annual CCAM Industry Excellence Awards seek to identify and recognise the top-performing call centres with the aim of increasing customer service awareness, enhancing customer centricity, and developing the calibre of customer service professionals.
Areas that participating contact centres are judged on include strategy and organisation, training and development, recruitment, certifications, use of technology, and service quality.
"It's an honour to be recognised by the CCAM, and we are thrilled to receive a Gold Award in the very competitive Best In-House Inbound Contact Centre category," said Che Lee Lee, Senior Manager, Regional Operations Centre-Customer Excellence Centre, Ricoh Asia Pacific Pte Ltd.
Regional Operations Centre-Customer Excellence Centre, Ricoh Asia Pacific Pte Ltd.
with the CCAM Award and members of the ROC Customer Excellence Centre team.
"I would like to congratulate everyone involved, and I’m extremely proud of this achievement… it is clear proof of the hard work and determination that the regional Customer Excellence Centre team has put in to providing top-tier customer service," said Kei Uesugi, Managing Director, Ricoh Asia Pacific & Latin America.
Ricoh’s Regional Operations Centre-Customer Excellence Centre is a dynamic service hub that redefines customer support and engagement for all Ricoh customers in the Asia Pacific region. The centre is empowered by cutting-edge cloud technology, ensuring seamless mobility, high availability, and system redundancy across various contact channels and is part of the company’s comprehensive portfolio of digital services and print and imaging solutions designed to support digital transformation.
With capacity to handle over 25,000 customer interactions per month, the Customer Excellence Centre is dedicated to delivering top-notch customer journey experiences, combining knowledge with industry best practices, offering high service availability and reliability with 99.99% up-time, and providing impeccable service quality assurance.
The award follows Ricoh’s positioning in the Leaders Category of the IDC MarketScape: Worldwide Print Transformation 2023 Vendor Assessment (doc #US51146523, August 2023) report, which, among the key observations, notes that ‘Ricoh has gained notable customer perception increases…as a leader in digital services’ and is a ‘vital partner to the customer's business’ with ‘products and services align[ed] with the customer's need. In addition, customer satisfaction ratings with Ricoh team members are consistently above targeted goals.1
1—Ricoh positioned as a Leader in 2023 IDC MarketScape for Worldwide Print Transformation, Sept 2023 (www.ricoh-europe.com/news-events/news/ricoh-positioned-as-a-leader-in-2023-idc-marketscape-for-worldwide-print-transformation)
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