Allianz Global Assistance Canada, a leading travel insurance and assistance provider, received top honours at the Global Call Centre of the Year Awards earlier this month in Seattle, WA. Allianz Global Assistance Canada earned both the Gold Award for the 2012 Global Call Centre of the Year in the small-to medium call centre category (75 seats or less), and the Silver Award in the Quality category. The International Customer Management Institute (ICMI), which hosts the Global Call Centre of the Year Awards, recognizes call centres that best embody operational and strategic excellence and commitment to delivering superior service in their call centre activities.
"We at Allianz Global Assistance Canada are thrilled to be recognized with such a prestigious award," said Sandy Winfield, Vice President of Operations. "We are proud of our team as they demonstrate their commitment to our customers in everything they do. They live our values daily, and we take pride when we say 'thank you for calling Allianz Global Assistance, how can we help?' " The Quality Award is given to the call centre that best manages and leverages its Quality Assurance program and monitoring processes to increase customer satisfaction and meet business demands. "It's wonderful for us to have won both the Global Call Center of the Year Award as well as the Silver Award for Quality," said Robin Spence Haffner, Director of Operations Support, Canada.
"We've put a lot of work into our call centre and our quality assurance process, and this is terrific validation for that work." Allianz Global Assistance Canada has operated its call centre for more than 24 years, with a focus on delivering emergency assistance around the clock to Canadians who are travelling abroad. Located in Kitchener, Ontario, the call centre is staffed with 60 agents, including a team of 16 Registered Nurses who provide a wide range of services for Canadian travellers such as medical care monitoring, communicating with treating physicians abroad and patients' personal doctors at home and arranging medical evacuation and repatriations via air ambulance.