Safelite Named Finalist for 2011 Call Center Award
July 6, 2011

Safelite AutoGlass® recently was honored as one of two finalists for the 2011 Global Call Center Award from the International Customer Management Institute (ICMI) in the Large Call Center category.

Ultimately, the award went to New York Life.

"We are honored to be recognized as a finalist for this elite award, and we congratulate New York Life," says Brian O'Mara, Safelite's vice president of national call centers. "Just being among the top two is humbling. I am extremely proud of our talented call center team and our dedicated CSRs who have made this possible. We strive every day to achieve the best in customer service."

The Global Call Center of the Year Awards is presented annually by ICMI and recognizes call centers that:

  • Show a strong grasp of the core and advanced principles of effective call center management;
  • Measure the right metrics and consistently meet or exceed key performance objectives;
  • Sustain a positive work culture that fosters employee engagement, development and continuous improvement;
  • Demonstrate innovation and progressive strategy in terms of people management, processes and technology; and
  • Strive to strengthen the call center's role within and strategic value to the larger organization.

The Global Call Center of the Year award winners were chosen by ICMI's awards selection committee.

Layne Holley, director of community services for ICMI, interviewed each of the finalists. Click on the video below to view her interview with O'Mara.

Need more info and analysis about the issues?
Subscribe to AGRR Magazine.