Customer Satisfaction

CCV Quality Award for PAYBACK and Competence Call Center

At the German Call Center Association’s CCV Quality Awards ceremony in Berlin, partners PAYBACK and CCC were pleased to receive a CCV Quality Award for their common achievements and positive results in terms of customer satisfaction.

Ursula Steinmetz, Honorary President of the CCV, HR consultant, presenter and jury member for this category, referred to the project as an “outstanding example of true customer orientation and customer satisfaction”.

CCC has been supporting PAYBACK since October 2010 as a full outsourcing partner on topics such as incoming telephony B2C and B2B, e-mail, mail, social media or back office.

“Our company puts a great effort into turning members and staff into FANS. The identification ofthe CCC staff with PAYBACK is extremely important and contributes to an intense and high-quality customer service. We know what is important for our members and where challenges might arise,” says Linda Dosterschill-Schliée, Customer Service Project Manager at PAYBACK GmbH. “I would like to congratulate the CCC team and say thank you for our successful cooperation.”

To quickly reach a satisfactory solution for PAYBACK customers’ concerns and to make every contact a positive experience, employee responsibility and individual customer solutions are very important. This flexibility and responsiveness of the service employees are highly appreciated by the customers.

“Quality expectations at PAYBACK are particularly high, both in its own processes within the company and in us as an outsourcing partner. For us in Customer Service, this means we strive to solve all customer inquiries positively and with added value in the first contact,” explains Daniela Präger, Project Manager at CCC Leipzig GmbH, about the partner’s focus.

“The CCV Quality Awards ceremony was an excellent way for us to present the success of our cooperation to a broad audience of experts from the Customer Service industry. Our entire team is very pleased that the jury could feel and experience our enthusiasm for the company PAYBACK and has honored us with this award. ”

At the World Finals for the Contact Center World Awards in Las Vegas, USA, in 2011, CCC and PAYBACK already took an award in the category “Best Customer Service (Outsourced) worldwide” for their common outsourcing partnership.

About PAYBACK: 

PAYBACK is the largest and most popular German bonus program and the largest couponing platform in Germany. Customers can currently collect points in shops, online and via mobile at over 600 renowned companies, and redeem them for vouchers, bonuses or Lufthansa miles or donate them to charity projects. PAYBACK is one of the ten most popular brands in Germany. Around 50 percent of German households have a PAYBACK card. In 2013, points of a total value of 183 million Euros were collected, 96 percent of which were redeemed. Data protection at PAYBACK is TÜV approved.

About the CCV Quality Award: 

The CCV Quality Award is the highest quality award for German call center organizations. In 2014, it was awarded by the German Call Center Association CCV in Berlin in October. Companies were nominated in three categories: customer satisfaction, employee orientation and IT innovation.