CHEP USA Recognized for Sales, Customer Service

Pallet and container pooling solutions provider CHEP USA was named a finalist in two categories of the sixth annual Stevie Awards for Sales & Customer Service, and was also nominated for the People’s Choice Stevie Awards for Favorite Customer Service. As a finalist, CHEP will receive a Gold, Silver or Bronze Stevie Award in both the Contact Center of the Year (up to 100 seats) and Customer Service Department of the Year - Airlines, Distribution & Transportation categories.

Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. The awards are conferred in four programs: The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service.

CHEP’s sister company, LeanLogistics is also a finalist in two categories: Business Intelligence Solution – New Version and Customer Service Department of the Year – Airlines, Distribution & Transportation. It’s also a nominee for the People’s Choice Stevie Awards for Favorite Customer Service.

“We share the belief that our customers are everything and that we wouldn’t exist without them,” said Bill Duff, VP of customer operations at CHEP. “Our customers include some of the world’s top brands and we are focused on delivering the world class customer experience they deserve.”

More than 1,000 entries from organizations of all sizes and in virtually every industry were submitted to this year’s competition, an increase of almost 30 percent over 2011. Finalists were determined by the average scores of 93 professionals worldwide, acting as preliminary judges. Entries were considered in 27 categories for customer service professionals, including Contact Center of the Year, Award for Innovation in Customer Service and Customer Service Department of the Year. Previous winners of Stevie Awards include Apple, John Hancock, Hilton Hotels, Cigna, Accenture, Marriott, LLBean, Overstock.com, DHL Express and FedEx.

The final results will be announced during a gala banquet on Monday, February 27 at Caesars Palace in Las Vegas. Finalists from the U.S.A. and several other nations are expected to attend.

The CHEP Customer Care Center (CCC) was also recently benchmarked by SQM, an institute that internationally benchmarks contact center effectiveness with major clients such as Royal Bank, Scotiabank, Sprint, AT&T, Marriott, Staples and Safeway. The CCC was benchmarked against 450 leading North American contact centers and ranked in the top quartile for all attributes including First Call Resolution, Calls Resolved, Customer Satisfaction and World Class Calls. In the employee benchmark, SQM ranked the CCC in the top quartile in key attributes such as Employee Satisfaction, Employee Engagement and First Call Resolution Ability. These rankings place CHEP in the same category as world class contact centers.

“We knew we were creating a more focused, customer-centric culture within CHEP USA and honors from both SQM and the Stevie Awards are external validation of the customer experience we are delivering,” said Duff.