Press releases
FWD Insurance won three awards at the TCCTA Contact Center Awards 2022
15/11/2022
Bangkok, Thailand - FWD Life Insurance Plc (“FWD Insurance”) received three awards from the Thai Contact Center Trade Association's (TCCTA) Contact Center Awards 2022. FWD Insurance demonstrates its success and commitment to offering quality services for the fourth consecutive year as "The Best Contact Center 2021." In the corporate category, FWD was named “The Best Effective Technology Contact Center (Gold Award) and The Best Social Media Contact Center (Bronze Award)”. Additionally, Ms. Oraphan Pa-aye, one of our highly qualified representatives, received an award in the individual category for “The Best Contact Center Agent Awards of The Year (Tele-Service)”. "The Best Thailand Contact Center Awards 2022" took place at The Aksra Theatre in Bangkok.
Mr. Arjan Wes, Chief Commercial Officer of FWD Insurance said, “We are very pleased and delighted for FWD’s Contact Center team for winning three awards from the TCCTA Contact Center Awards 2022. The accolades demonstrate our dedication to developing and providing the best customer experiences in line with our customer-led approach. We have continuously developed our services by integrating advanced technology to provide our customers with efficient and quick services that meet all of their demands.”
Regarding this year's two corporate category awards, "the Best Effective Technology Contact Center (Gold Award)” is presented for FWD's service efficiency improvement project. This project involved the upgrade of our Unified CRM system to a single front-end platform, enabling our service staff to provide faster customer service from a single screen and allowing customers to get a complete service in a single interaction. The customer will also receive real-time notifications via text message or email to enhance their experience of swift and thorough service.
“The Best Social Media Contact Center (Bronze Award)” as awarded to FWD for its work in adding a channel to contact clients by a Welcome SMS rather than a Welcome Call to promote its digital first ethos. FWD is the first life insurance provider to provide a Welcome SMS to a newly approved customer, allowing them to review their policies and providing them with a backup contact method in case they need further clarification through their preferred contact channel.
The sixth year of the TCCTA Contact Center Awards 2022 divided the awards into two categories: corporate and individual. This aims to encourage and congratulate staff members as they pursue careers in telephone customer service. It also demonstrates that the system and employee has developed continuously and build a reliable reputation with a promise of exceptional service quality for clients with superb services. The judging panel, which consists of professionals in the field, will decide which contenders will receive awards. The recognition of awarded companies lifts up the standard of Contact Center services in Thailand to become the Asia-Pacific region's leading contact center market.
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Mr. Arjan Wes, Chief Commercial Officer of FWD Insurance said, “We are very pleased and delighted for FWD’s Contact Center team for winning three awards from the TCCTA Contact Center Awards 2022. The accolades demonstrate our dedication to developing and providing the best customer experiences in line with our customer-led approach. We have continuously developed our services by integrating advanced technology to provide our customers with efficient and quick services that meet all of their demands.”
Regarding this year's two corporate category awards, "the Best Effective Technology Contact Center (Gold Award)” is presented for FWD's service efficiency improvement project. This project involved the upgrade of our Unified CRM system to a single front-end platform, enabling our service staff to provide faster customer service from a single screen and allowing customers to get a complete service in a single interaction. The customer will also receive real-time notifications via text message or email to enhance their experience of swift and thorough service.
“The Best Social Media Contact Center (Bronze Award)” as awarded to FWD for its work in adding a channel to contact clients by a Welcome SMS rather than a Welcome Call to promote its digital first ethos. FWD is the first life insurance provider to provide a Welcome SMS to a newly approved customer, allowing them to review their policies and providing them with a backup contact method in case they need further clarification through their preferred contact channel.
The sixth year of the TCCTA Contact Center Awards 2022 divided the awards into two categories: corporate and individual. This aims to encourage and congratulate staff members as they pursue careers in telephone customer service. It also demonstrates that the system and employee has developed continuously and build a reliable reputation with a promise of exceptional service quality for clients with superb services. The judging panel, which consists of professionals in the field, will decide which contenders will receive awards. The recognition of awarded companies lifts up the standard of Contact Center services in Thailand to become the Asia-Pacific region's leading contact center market.
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FWD Life Insurance is ISO27001 certified by TUV NORD (Thailand) Ltd.
