Winners and Losers – Feb 2012

This month we bring you news of a contract win for KC Contact Centres and award wins for Novacroft, NextiraOne, Confirmit and Magnetic North. 

KC Contact Centres wins customer service contract with furniture retailer MFI

Online furniture retailer MFI has chosen KC Contact Centres to provide outsourced customer service and sales support to customers who buy from its website.

The one-year contract will see KC Contact Centres handle calls from MFI customers between 9am and 7pm on weekdays and from 9am until 2pm on Saturdays.

Head of KC Contact Centres Tony Jopling said: “We’re delighted to be working on a brand that’s as well-known as MFI.  As well as looking forward to delivering a fantastic customer experience on MFI’s behalf, we’re excited at the opportunity to extend our experience in the retail sector.”

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Novacroft recognised in Best Companies Accreditation Process 2012

Novacroft has been recognised in the Best Companies Accreditation 2012 – a third consecutive year of recognition.

Best Companies established the accreditation award scheme to acknowledge excellence in the workplace. Based on staff feedback, it looks at employee engagement as an integral part of a company’s success and growth, and sets a benchmark for other employers.

When Managing Director Debra Charles founded Novacroft in 1998, she set out to break away from traditional practices of employing people to work for a company, instead recognising that the company name is a name for a group of people. The aim is to recognise the value of individuals, support them along their life journey, offer them an opportunity to grow and shape Novacroft’s future, to understand that barriers are man made, and that the sum is greater than the individual parts. To support this, Novacroft offers significant benefit programmes to team members, including a pension scheme, private health care scheme, enhanced maternity and paternity packages, childcare vouchers, an employer-supported volunteering policy, health and wellbeing programmes and a purpose-built training facility.

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NextiraOne recognised for Excellence in Customer Satisfaction in UK

NextiraOne has achieved a Customer Satisfaction Excellence Gold Star from Cisco for delivering outstanding customer service to customers in the UK.

“This is the third successive year that the company has achieved this important distinction in customer excellence in the UK,” commented Steven Skakel, Managing Director UK & Ireland at NextiraOne. “Our team is consistently achieving high levels of customer satisfaction for our Cisco solutions due to the hard work and commitment they put in. Our recent achievement in Cisco TelePresence Video Master ATP and in Data Centre Unified Computing ATP accreditation adds further to this capability. I am pleased that this has been recognised not only by Cisco, but particularly by our customers, whose assessment of our performance is the deciding factor in this award.”

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Confirmit and Magnetic North receive 2011 Product of the Year Award

TMC has named Confirmit Horizons Version 16 and Feature Pack and Optimise OnDemand as Customer Interaction Solutions 2011 Product of the Year. Customer Interaction Solutions Magazine is a publication covering CRM, call centres and teleservices since 1982.

Pete Whalen, Executive Vice President – Americas, Confirmit, says: “Customers choose Confirmit to gather and share feedback easily, regardless of different levels of user experience and survey design familiarity. Confirmit Horizons Version 16 and its Feature Pack offer a highly productive and secure environment in which to work as well as provide businesses with a significant return on investment. Delivering excellent value to our customers is always our top priority, which is why we strive to provide companies with actionable insights and knowledge in order to improve business decisions.”

Andrew Jones, Sales Director at Magnetic North said: “We are delighted to receive the product of the year award for the second year running. We believe that this once again demonstrates our ground-breaking approach to contact centre solutions that make a real difference to our customer’s productivity, customer service and profitability. Our customers tell us we directly and positively affect their bottom line as well as taking away headache-inducing problems such as PCI compliance.”