WM New Zealand has struck gold — twice — on the global stage, taking home two major awards at the 21st Annual ContactCentreWorld.com Global Top-Ranking Awards held in Greece.
The team won Gold in both the Best Contact Centre (Small) and Best Green Contact Centre (Small) categories, competing against leading organisations from around the world across sectors including banking, government, and technology.
The Best Contact Centre (Small) award recognised WM New Zealand’s strong focus on staff, customers, and world-class performance metrics — including standout DIFOT scores and excellent response times.
Meanwhile, the Best Green Contact Centre (Small) award celebrated the team’s success in implementing a robust sustainability strategy to reduce environmental impact. WM’s entry showcased the 5-star Green Building Council rating at its East Tāmaki site, alongside innovative initiatives to cut energy use, emissions, and waste.
The 21st ContactCentreWorld.com Annual Global Top-Ranking Awards held last month in Greece.
National Customer Success Manager Megan Ferguson accepted the awards in Athens and said the recognition reflects the dedication and talent of the entire Customer Success team.
“To have our team go up against some of the largest, most complex contact centres in the world and come away with gold in both categories — that’s huge,” says Megan.
“This achievement really validates the skill of our whole contact centre team and reflects their incredible work, innovation, and commitment to great service and sustainability.”
The awards build on a string of achievements for WM New Zealand’s Customer Success team, which also received top honours earlier this year at the 20th Annual Next Generation Contact Centre and CX Best Practices Conference in Bali.
As the first point of contact for thousands of customers across Aotearoa, the team manages over 60% of the company’s revenue through account support, billing, and service delivery. Since 2021, they’ve achieved remarkable results, including:
The team’s sustainability efforts have also made a measurable difference — from enabling remote work and right-sizing customer services to reduce truck movements, to helping 90% of customers move to the WM app, cutting paper and call volumes.
National Customer Success Manager Megan Ferguson.
Megan also played a key role at the event, helping judge more than 80 global presentations across categories such as Customer Service, Recruitment & Training, Sales, and Operations.
“For a small country at the bottom of the world, we’re leading the way,” says Megan. “What really stood out to me was how deeply embedded sustainability is at WM. It’s part of our everyday decision-making, training, and leadership KPIs — and it shows.”
Established in 1999, ContactCentreWorld.com is the global association for contact centre and customer engagement best practices, with over 230,000 members in 200 countries. The 2025 competition saw more than 2,000 entries from 80 nations, judged by both independent experts and peers in the industry — spotlighting the very best in customer experience and innovation.
These wins cement WM New Zealand’s reputation as a leader in both customer experience and sustainability, proving that care for people and care for the planet can go hand in hand.
“Our Customer Success team aren’t just taking orders — they’re helping our customers find the right service for their needs, which supports waste minimisation and resource recovery. It’s a proactive, thoughtful approach that truly sets us apart,” Megan adds.
Congratulations to the entire Customer Success team — your mahi is setting the standard for excellence worldwide.
Netball New Zealand and WM celebrate the extraordinary volunteers keeping communities connected, recognising this year’s outstanding Volunteer of the Year winners.
Learn more
The Silver Ferns face South Africa and Australia in the WM New Zealand Netball Series. Get tickets and be part of the action!
Learn more
