GSS Covisian Group, leader in Spain and Latam in business process outsourcing services and innovative contact solutions center, has been awarded the 2021 Customer Relationship Excellence Award in the “Customer Care in Digital Channels” and “Debt Collection” categories.

Both recognitions reward the effort of GSS Covisian Group in the development and implementation of processes to improve the customer experience of Endesa’s end customers, both through digital channels and in the debt collection processes.

The Excellence in Customer Relationship Awards (ERC Awards), organized by the AEERC (Spanish Association of Experts in Customer Relations) and with the collaboration of IFAES, have been selected under the methodology of IZO, The Experience Design Company.

The award in the category “Best Customer Experience in Digital Channels” is the result of a 100% digital operation, in which all customer service is carried out through non-voice channels, and in which the entire operation revolves around 100% digital processes. In short, the selection of digital profiles, their management through innovative and motivational activities, the alignment of objectives from management to teleoperation, the appropriate management of knowledge, as well as an exhaustive measurement of the quality offered and perceived to the end customer are validated and endorsed aspects to obtain this award.

In the case of the “Debt Collection” category, the members of the jury of the awards have valued positively the addition of the digital component to the process. In short, it is about being able to turn an arduous task such as collection into an easy activity for the debtor to execute, so that the repetition of payment is higher than the average.

César López, CEO of GSS Grupo Covisian for Spain and Latin America, highlighted that “these awards encourage us to continue on the same path to achieve exellence and promoting omnichannel and our technology. The GSS Covisian Group team, our own technology, our constant commitment to innovation and aligning our objectives with the objectives of our clients, are the pillars that make GSS Covisian Group the perfect travel companion for any company in relation to the customer”.

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