08.09.2022 | Axpo subsidiary Goldenergy wins customer service awards
Outstanding customer service recognised in Portugal
Axpo’s Portuguese subsidiary Goldenergy recently won two prestigious awards for its customer contact centre in Portugal in the latest demonstration of its successful focus on delivering outstanding service.
The Fortius Portugal Awards have been called the Oscars of the Portuguese customer contact centre industry, and Goldenergy brought home two accolades from this year’s ceremony. The Axpo subsidiary, which mainly operates as a gas and electricity supplier for private customers, was named the third-best contact centre in Portugal, while Goldenergy employee Inês Monteiro came second in the running for the best contact centre agent.
Goldenergy CEO Miguel Checa said, “At Goldenergy, the customer really does come first, as demonstrated so impressively with our awards this year. Clearly, the contribution of our contact centre staff has not gone unnoticed by the wider industry. It’s a great reward for our efforts and will spur us on to maintain our high standards and improve even further.”
Customer service recognised by the industry association
In terms of customer service, Goldenergy is officially one of the top three companies in Portugal. This has been confirmed by the certification and quality seal awarded by APCC, the Portuguese association of contact centres. APCC is committed to developing, improving and promoting the contact centre market in Portugal. It consists of 91 companies representing 12 sectors of the economy.
The APCC quality seal was introduced more than ten years ago to recognise outstanding customer service. Companies are awarded the quality seal following a rigorous audit, during which their facilities, the quality of their services, and team satisfaction are assessed.
Faster, higher, stronger
The Fortius Portugal Awards are held to reward contact centre staff, recognise their work and dedication, and promote excellence and professionalism. The prizes are named after the motto of the 1896 Olympic games in Athens: ‘Citius, Altius, Fortius’ (faster, higher, stronger). For the Fortius Portugal Awards, all entries were assessed and the candidates interviewed. The five finalists were then contacted and invited to the awards ceremony.
Axpo subsidiary Goldenergy is the only business-to-consumer (B2C) energy provider in Portugal to exclusively sell green energy. Every megawatt of energy that Goldenergy supplies to Portuguese households comes from solar, wind or hydro power and has a corresponding certificate of origin.
Axpo and Goldenergy began their success story together in autumn 2015, when Axpo acquired a 25% stake in the Portuguese energy provider to strengthen its position in Portugal. Goldenergy supplies electricity and gas to more than 450,000 distribution points. The acquisition enabled Axpo to start serving SMEs, micro-businesses and private customers in addition to major industrial customers. Three years later, in 2018, Axpo acquired the remaining 75% of Goldenergy and the company became part of Axpo’s international energy trading business.
