HCF has been recognised with two awards at the 2019 Australian Service Excellence Awards.
The insurer won the ‘Service Excellence – Large Contact Centre Award’ and the ‘Extraordinary Service Award’ for one of call centre consultants, Tam Tran. It also received a runner-up award in the 'Customer Service Organisation of the Year' category.
The awards hosted by the Customer Service Institute of Australia are considered the country's leading customer service awards event.
“The award wins are a testament to our customer facing teams who have delivered a consistently high level of service to our 1.6 million members. They go above and beyond to help our members every single day,” said HCF CEO Sheena Jack.
The judges noted that “instead of being prescriptive in their approach with customers, HCF are innovative, competitive and constantly striving to exceed a ‘no-limits’ realm of service possibilities.”
“A special mention must go to one of our Member Care Consultants in our customer call centre – Tam Tran, with his efforts recognised with the Extraordinary Service Award. This is not an award that can be nominated for. It’s an award that the CSIA judges determine from all their site visits. This is an extraordinary achievement and a testament to his hard work with the team and their commitment to exceptional member service” said Ms Jack.
“Our customer care is one of the reasons HCF has been recognised as the most trusted health fund two years running by Roy Morgan as well as ranked #1 in Member Satisfaction,” she added.