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Bord Gáis Wins Three Irish Customer Service Awards

18.11.09

Kevin Battams, Customer Relations Manager and Margaret Gantly, Customer Service Manager, both Gas Networks Ireland, David Bunworth, MD Bord Gáis Energy, Tracy Kennedy, Head of Customer Operations and Scott Wilson, Telesales Manager, both Bord Gáis Energy, Rose Dunlea, Operations Manager, FEXCO and Paul O'Donoghue, Operations Services Manager, Gas Networks IrelandKevin Battams, Customer Relations Manager and Margaret Gantly, Customer Service Manager, both Gas Networks Ireland, David Bunworth, MD Bord Gáis Energy, Tracy Kennedy, Head of Customer Operations and Scott Wilson, Telesales Manager, both Bord Gáis Energy, Rose Dunlea, Operations Manager, FEXCO and Paul O'Donoghue, Operations Services Manager, Gas Networks Ireland

Bord Gáis won three awards at the CCMA Ireland (Contact Centre Management Association) Irish Contact Centre & Shared Services Awards, held in Dublin on 14th November 2009. The company’s success at this year’s awards, the industry event of the year, reflects the company’s commitment to delivering exemplary customer service. This follows the company’s recent success at the CCA UK (Customer Contact Association) Awards in Edinburgh on 4th November 2009 where Gas Networks Ireland won the overall Excellence Award for ‘Best Customer Experience’ in the UK and Ireland.

Kevin Battams, Customer Relations Manager and Margaret Gantly, Customer Service Manager, both Gas Networks Ireland, David Bunworth, MD Bord Gáis Energy, Tracy Kennedy, Head of Customer Operations and Scott Wilson, Telesales Manager, both Bord Gáis Energy, Rose Dunlea, Operations Manager, FEXCO and Paul O'Donoghue, Operations Services Manager, Gas Networks Ireland.

At the CCMA awards, Gas Networks Ireland and its contact centre partner, FEXCO, took the award for ‘Best Small or Growing Contact or Shared Services Centre’ and with customer satisfaction monitoring partner, W5, took the award for ‘Best Quality Measurement Programme.’ Bord Gáis Energy and its contact centre partner, Conduit, took the award for ‘Best Sales or Telemarketing Campaign’ for its delivery on the highly successful Big Switch campaign which has seen over 250,000 electricity customers switch electricity provider in just 9 months.

Chief Executive of Bord Gáis, John Mullins, said: “We are delighted to receive these awards in recognition of the superb work done by the staff of Gas Networks Ireland and Bord Gáis Energy and our contact centre and other partners. Our call centres are positioned at the very heart of the organisation with clear objectives to deliver excellent service to our customers while meeting ambitious business objectives in terms of our outbound campaigns. We strive for excellence to ensure our customers are satisfied in their dealings with us, but it is very gratifying to see the standards we reach being recognised as best in class externally.”

About Bord Gáis

Bord Gáis is a commercial state body operating in the energy sector. The company employs about 900 staff and is headquartered in Cork City, Ireland. Gas Networks Ireland builds and operates the natural gas networks in Ireland, serving over 630,000 gas users and managing networks extensions, new connections meter reading, emergency response and general siteworks.

About FEXCO

FEXCO is a specialist provider of Merchant, Business, Consumer and International Services and is headquartered in Killorglin, Co. Kerry. Established in 1981 by its Executive Chairman, Brian McCarthy, FEXCO is privately owned and provides services to more than 11,000 organisations globally. The group employs more than 1,300 people in 10 countries.

About Conduit

Conduit is one of Europe’s leading providers of outsourced contact centre services with operations in Ireland, the UK, Switzerland and Austria. With over 10 years experience in providing outsourced contact centre services for many leading customer service and sales led organisations, Conduit is firmly established as a professional, customer focused and cost effective contact centre provider.

In 2006, Conduit became part of kgb, formerly INFONXX. kgb is the world’s largest independent provider of directory assistance and enhanced information services, processing over 1 billion calls a year across the globe, to leading telecommunications companies, corporations and consumers.

Contacts

Kathleen O'Sullivan,
Bord Gáis

Tel: 087 244 6602

Kate Candon,
Fleishman Hillard
Tel: 086 8654904