Cummins Support Centre wins top Asia Pacific awards

Posted: July 25, 2011 in Uncategorized

Cummins Support Centre manager Marty Sizer (right) with the support centre’s service manager Ray Saywell at the Asia Pacific awards ceremony.

The Cummins Support Centre, often acclaimed by customers as “one of the best things Cummins has ever done”, has reinforced its reputation by winning two prestigious Asia Pacific awards.

At the 2011 ‘Top Ranking Performers’ ceremony held by Contact Centre World on the Gold Coast, the Cummins Support Centre was named ‘Best Small Contact Centre’ and Marty Sizer was named ‘Best Operational Manager’ for Asia Pacific.

Sizer has been manager of the Melbourne-based Cummins Support Centre since it was established in 2006.

The centre also won a silver medal in the ‘Best Help Desk’ category of the awards.

The significance of the awards is highlighted by the fact the support centre was competing against major players from 14 Asia Pacific countries in the contact centre industry. Competitors included St George Bank, AMP, iSelect, Singtel (the largest telecommunications provider in Singapore), and Bank of Central Asia.

 In winning the awards, the Cummins Support Centre and Marty Sizer will go on to represent Cummins at the Contact Centre World global finals in the US in November.

“The Asia Pacific awards confirm that the support centre has set the benchmark for service support in our industry,” says Col Russell, Director of Operations for Cummins South Pacific.

 The Cummins Support Centre has two hotline numbers – ‘1300 Cummins’ when calling from within Australia and ‘0800 Cummins’ from withinNew Zealand– and can be contacted 24 hours a day, every day of the year, including Christmas Day.

The support centre has a team of 20 fully-trained Cummins service technicians who provide technical advice across all Cummins engine products as well as managing afterhours breakdowns throughout Australia and New Zealand.

Marty Sizer… heads up an operation that has set a benchmark for service support.

“We’re not an offshore operation,” Marty Sizer emphasizes. “We’re based at a purpose-designed facility in Box Hill in Melbourne, and we have a team of Cummins-trained technical and parts people handling all calls from customers.

“We understand the geography, we understand the working environment, we understand the products used in this region. We understand the industries we support.

“We may get a call from a livestock carrier in the Northern Territory, we may get a call from a ferry operator on Sydney Harbour, or we may get a call from a mining company with a machine down that is costing them over $100,000 an hour.

“We understand the urgency in cases such as these.”

By the end of 2011, the support centre will also be the national hub for customer parts orders and enquiries. A team of more than 30 parts interpreters and customer service professionals will be handling this side of the business for all 39 Cummins branches in Australia and New Zealand.

The support centre is currently handling more than 30,000 calls a month.

“When we established the support centre in 2006 there were a lot of sceptics both internal and external…but we had a vision and an objective. We’re extremely proud of what we’ve achieved since then.”

Sizer’s next challenge is to establish a support centre in China.

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