Gtech NRC wins two of Contact CenterWorld’s top ranking performers awards

ContactCenterWorld is a global association for contact center best practices and networking. Its annual awards program benchmarks a company's call center against the best of the best around the world. Entrants compete against their fellow industry professionals regionally, and then represent their nation at the world finals. Now into the 7th year, these global awards are dubbed by many entrants as 'the Olympics of the Contact Center World.' The presenters at the regional events are selected from over 1,000 finalists from more than 50 nations around the world.

"The NRC is proud to accept these two prestigious call center awards in our debut year as an entrant," said Alan Eland, Senior VP and COO of Gtech North America. "This recognition speaks volumes about the NRC's Customer First approach and our best practice tactics that are demonstrated each day by our 195 NRC employees. We look forward to future ContactCenterWorld competitions."

Gtech's NRC was one of four finalists in the Americas region competing in the "Best Contact Center" category. Call Centers qualifying in this category focus on staff at all stages, demonstrate a commitment to the customer, and ensure that the performance and objectives of the Call Center are aligned with the organization's goals.

As a finalist requirement, the NRC had to present what makes the NRC so effective at the conference. Gtech's Call Center Director Steven Kay defined six of the best practices that make the NRC successful, including its: multi-channel communication; customized knowledge base; dynamic environment that encourages continuous learning; ability to deliver value beyond traditional lines of business; and the constant search for ways to provide more value to the NRC.

Mike Carpenter was one of three finalists competing in the "Best Trainer" category for the Americas region. To win the "Best Trainer" award, the entrant had to significantly contribute to the overall success of the Contact Center by providing exceptional training programs.

The Gtech NRC addresses telephone inquiries from lottery retailers and lottery personnel in order to troubleshoot and clear system and hardware problems. The NRC is also the internal contact point for Gtech employees for reporting and analytics expertise as well as incident management processing. The NRC is located in Providence, Rhode Island; Austin, Texas; and Atlanta, Georgia.