Member Article

MBNA sweeps the board at Customer Excellence Awards

MBNA, one of the UK’s largest credit card issuers, swept the board at the CCA Excellence Awards 2014, scooping four awards at the customer service ‘Oscars’.

The company took gold in the ‘Customer Service Complaints Team of the Year’, ‘Best Multi-Channel Programme’ and ‘Most Effective Use of Self-Service’, ultimately taking the top prize of ‘Team of the Year 2014’.

Sean Humphreys, Change, Legacy and Business Support Executive at MBNA, said: “I’m very proud of all of our teams. We were shortlisted in seven awards and won four of them, being named ‘Team of the Year’ was the icing on the cake.

“Not only do we have the best complaints team in the service industry, we have the best team overall across all contact centres, a truly remarkable achievement in a very difficult and challenging year.

“We have so much to be proud of, with the future of our customer interactions being driven by a fantastic digital team who were recognised with two of the awards.”

The CCA award wins continue a run of success for MBNA, which has been recognised for its commitment to service excellence in previous CCA Excellence Awards programmes.

The judges described MBNA as: “a clear winner – not only for complaint handling but root cause analysis, customer feedback and performance metrics.”

CCA Chief Executive Anne Marie Forsyth said: “Delivering consistently world class customer service in today’s 24/7 world requires exceptional people who can live up to exacting standards. I would like to warmly congratulate all of our winners who do just that on a daily basis. MBNA’s success in particular underlines the valuable role CCA Global Standard© plays in driving continuous improvements that result in consistently excellent service for customers.”

The awards were presented at a prestigious gala dinner ceremony in Edinburgh on the 26 November, which was hosted by comedian and actor Hugh Dennis and raised funds for BBC Children in Need, CCA’s chosen charity for Convention 2014.

This was posted in Bdaily's Members' News section by Elle Brunton .