PostNL and Cendris win NCCA Awards

NCCA Awards

The Hague and Leeuwarden, the Netherlands, 24 April 2015 – PostNL was honoured by Stichting Nationale Contact Center Awards (NCCA) as the winner of the HRM Award during the CustomerFirst Gala in Utrecht on 23 April. The company’s subsidiary Cendris Customer Contact was the joint winner of the Service Technology Solution Award, sharing the accolade with its partners T-Mobile and BrightONE.

PostNL’s Corporate Customer Service department won an award in the ‘Best Case’ category for its successful campaign to attract young professionals and persuade them to start their careers at the company. The initiative stood out for the way PostNL employees are given the opportunity to take charge of their own careers using their confidence, initiative, ideas and – above all – their sense of enterprise. In using this approach, our Corporate Customer Service department has managed to foster an inspiring work environment for young talent, while improving its customer satisfaction rating at the same time.

Cendris wins Award

The innovative partnership between Cendris, T-Mobile and BrightONE demonstrates that the combination of technology and human resources can contribute to improving customer contact. As part of the initiative, visitors to the T-Mobile website are invited by Cendris customer service agents to use the site’s personal chat support feature. The total of 4,000 ‘smart’ chat sessions held on a weekly basis have boosted overall online sales for T-Mobile by 10 per cent, which, in turn, has resulted in significantly higher employee satisfaction scores.