Enghouse Interactive customer, Zinc Group, one of the UK’s leading business-to-business and consumer debt collection agencies, has won the prestigious Best Technology award at this year’s Collections and Customer Service Awards, hosted by Credit Strategy at a recent gala event in Manchester.
Zinc Group’s win was based on its innovative use of Enghouse Interactive’s quality assurance, call optimisation and speech analytics technology. It represents the second time this year the two companies working in collaboration have landed a major award following Zinc Group’s success, (once again fuelled by Enghouse technology), in winning Best Collections Technology at the Credit Awards, back in May.
As Dougie McManus, CEO, Zinc Group, states: “We are delighted to win an award for the use of technology in a customer service environment. In the past, our successes tended to focus on utilising systems and solutions to deliver regulatory compliance.
“That remains crucial to us, of course, but as we grow our business process outsourcing capability as a group, it becomes ever more important that we get our clients’ customer service messages across efficiently and effectively. The Enghouse Interactive solutions have a vital role to play in driving this, in strengthening the front-end customer service capabilities we can offer our clients, with a key focus on retention, and in highlighting areas our agents need to focus on to enhance and improve their own performance.”
Celebrating their tenth anniversary this year, the Collections and Customer Service (CCS) Awards, are designed to recognise the outstanding achievements of those within collections and customer service.