Holmesglen Connect contact centre wins national customer experience award


Holmesglen's Connect contact centre has continued to outperform rival organisations when claiming the number one customer service ranking for the second year in a row.

The team received the 2022 ATEM Customer Service Excellence Award for its ongoing commitment to dedicated learner support.

Moreover, Holmesglen increased its customer service satisfaction score by six per cent (85 per cent in 2021 to 91 per cent in 2022), scored by CSBA; as part of its Sense CX Benchmarking survey.

The Sense CX Benchmarking survey is a quarterly independent study assessing quality in customer experience across Australia.

Holmesglen previously ranked higher than 194 other organisations - including rivals in the tertiary education space.

The next best performing education sector institute was again University of Western Sydney.

Connect's customer skills scored higher than many major corporate brands, including Commonwealth Bank, Westpac, Nissan, iiNet, Origin Energy, Sydney Water and BT Super.

“CSBA benchmarking has been a significant learning process for us. It has also been about continuous improvement, giving insights into ever-changing student needs. We've partnered with CSBA for the past four or five years and look forward to strengthening our collaboration," says Connect Manager Titus Peter.

Related news