The chain has centralized its call center in Madrid
NH Hoteles, awarded for customer service in its call center
The Spanish Association of Experts in Customer Contact Centers (AEECCC) distinguished the hotel chain in two categories: both specific to the tourism sector and global, since it considered it the "Spanish company with the best customer experience 2010".
The customer service at NH Hoteles has just received an important recognition in the form of three relevant distinctions for its call center. On the one hand, at the national level, the Spanish Association of Customer Contact Centers (AEECCC) has awarded the hotel chain as a Spanish company "with the best customer experience 2010", both in the specifically tourist category and in the global classification related to all Spanish companies. Contact Center magazine has also awarded nh Hoteles' recently unified reservation centers, while, at the international level, the Ibero-American Association of Business-Client Relations) did the same with the hotel's call center, awarding it the award for the Best Customer Experience 2010 in the Ibero-American Tourism Sector.
Just over a year ago, NH Hoteles decided to centralize its various European call centers in Madrid. In this way, the chain guaranteed personalized attention 24 hours a day and in more than ten native languages, for the nine countries in which it operates. Waiting times were significantly reduced and the ratio of attention to incoming calls increased to 94 per 100. Customer satisfaction, in short, increased to exceed by almost four percentage points the average of Spanish hoteliers (69.61 per 100; instead of the average of the sector 65.81 per 100 -being the tourism the best qualified of all the sectors evaluated- data from the Best Customer Experience (BCX) study carried out by IZO Systems).
To select its awardees, the AEECCC relies on IZO's BCX studies, a sophisticated analysis and evaluation methodology that translates into rigorously quantifiable terms the perceptions of customers in their interaction with brands. IzO's BCX studies thus evaluate the degree of customer satisfaction before more than 35 leading companies in their respective sectors: tourism, banking, insurance, fixed telecommunications, mobile, B2B and energy.
In the recent AEECCC awards, NH Hoteles was a leader among all these companies, both in the general section and in distinguishing the best company in the tourism sector. According to José Luis Goytre, president of the AEECCC, these awards are "an excellent thermometer of the quality, innovation and dynamism of companies in their orientation towards the client".
News added on 22-11-2010