Recognition for Endesa for its customer service: best company in in-person service and telesales

• Endesa received a total of four awards at the 26th edition of the Customer Relationship Excellence Awards: Best Company in In-Person Customer Relationship and in Outbound Commercial Relationship or Telesales; along with awards for Best Data Management & Business Analytics Technology Solution and Best Non-Technological Strategic Innovation Project.
• These Excellence seals are granted by the Spanish Association of Customer Relationship Experts (AEERC), together with iFAES and IZO, following an extensive study that involved 65 audits totaling 800 hours across 10 different cities.
• The Customer Relationship Excellence Awards have a 26-year track record of recognized prestige, honoring companies (businesses, BPO providers, or technology firms) that offer a distinctive customer service marked with the Excellence seal.
• They represent recognition of the company’s ongoing efforts to focus all processes on placing the customer at the center, supported by standards of innovation and technological development applied to the continuous improvement of the commercial sales process.

Endesa has once again been recognized with four awards at the 26th Customer Relationship Excellence Awards gala, held yesterday in Madrid before more than 600 professionals. These awards, organized by the Spanish Association of Customer Relationship Experts (AEERC), together with iFAES and IZO, have become a benchmark for quality and independence in the market, honoring companies (businesses, BPO providers or technology firms) that offer a distinctive customer service marked with the Excellence seal.

Specifically, in this edition, Endesa received four awards:

• In the “Best Company” category, which recognizes companies that stand out for the quality of their service and user satisfaction, Endesa collected two awards. On one hand, the award for Best Company in In-Person Customer Relationship, after evaluating the service provided across Endesa’s entire physical network, currently made up of nearly 350 Endesa Service Points throughout the country. On the other hand, it also received the award for Best Company in Outbound Commercial Relationship or Telesales, which highlights the ongoing transformation efforts to adapt to new realities and use new technological tools as a support vector in enhancing customer experience.
• In the “Best Technology” category, dedicated to technological solutions that drive efficiency and innovation, Endesa was awarded for the Best Data Management & Business Analytics Technology Solution.
• And in the “Best Strategic Project” category, which recognizes the year’s most outstanding projects for their contribution to transforming the relationship model with customers, employees and society, Endesa received the award for Best Non-Technological Strategic Innovation Project.

For Endesa, these awards represent recognition of the work and ongoing effort toward excellence in customer service. Millions of consumers, both individuals and businesses, trust our company as their energy provider, and we remain committed every day to focusing on their real needs in order to offer them the best solutions and the best service.

At a time when fraudulent practices are proliferating in the field of energy retailing, especially through unauthorized phone calls, this recognition becomes even more relevant. In-person service and professional telesales, based on ethical and quality standards, are consolidated as fundamental pillars for generating trust and providing customers with security. Endesa is committed to a close relationship model—evidenced by the opening of 110 new Endesa Service Points throughout the country since last year—one that is transparent and rigorous, and that values human contact and the ability to effectively and personally resolve each user’s needs.

The rigor and objectivity of these awards are backed by the technical study carried out by IZO, which involved 65 audits totaling 800 hours in 10 different cities, mostly conducted in person, including the validation of a checklist of 845 control points.

Since last year, a new feature has been introduced in the Best Company category of the Customer Relationship Excellence Awards: the use of an external panelist responsible for gathering the voice of the end customers of each candidate company, focusing on three key aspects: overall recommendation of the company, satisfaction with the service received, and the personal effort required to complete procedures.