A contact centre set up just over a year ago, and handling over 145,000 calls in its first year, is celebrating success at the prestigious South West Contact Centre Awards in Bristol.
The Bath-based team from not-for-profit housing and support organisation, Curo, were highly commended in the overall Contact Centre of the Year award – a category contested by some of the UK’s biggest brands.
Judges were impressed by Curo’s rapid progress in creating a high-performing contact centre offering a range of channels far ahead of many large companies.
In its first year, the Bath-based contact centre team handled around 300,000 contacts through post, email, face-to-face visits, its website, social media, real-time online chat, and phone calls.
Leah Tchorniy, Curo Contact Centre Manager, said: “We’re thrilled to have received this accolade so early on in the life of our contact centre. Our contact centre is all about giving a great, modern service to all our customers, however they choose to get in touch.
“Our contact centre also means we can resolve as many enquiries as possible at the first point of contact, without customers being passed on to another team.
“Since the contact centre opened we have already seen improved customer satisfaction and have been able to free up other customer-facing colleagues to spend more time in our neighbourhoods helping customers.”
Jane Thomas, Managing Director of the South West Contact Centre Forum said: “We’re delighted that Curo received the Highly Commended certificate for Contact Centre of the Year.
“Their commitment to staff engagement was highly evident, with training and development at every level and they have delivered a creative environment where empowerment was encouraged throughout the workforce.
“This was coupled with a commitment to change and a single message to drive a completely different level of service excellence. They should be proud of transforming this multi-channelled contact centre.”
Kirsty Hales works in the contact centre’s 31-strong team as a Customer Services Manager.
She said: “The Curo contact centre team really pull together and support each other, especially during challenging times.
“By working together, sharing knowledge and being open with each other, we ensure that we are always offering the very best customer service to our tenants.”
