Winners and Losers – September 2013

This month we bring you news from Barclaycard, LiveOps, Netcall, Webhelp TSC and Response.

Barclaycard wins Training Programme of The Year

Barclaycard’s new five-week induction programme ‘Bridging the Cultural Gap’ has won ‘Training Programme of The Year’ at the Customer Service Training Network awards.

The programme was developed to ensure that off-shore Barclaycard agents are fully equipped to deliver the service that UK customers expect.

 

 

 

 

 

 

“It’s great to know we are making a difference for our colleagues and customers, and receiving accolades for Barclaycard on an external level as well,” said Nancy Dalton, Global Head of Barclaycard Learning and Quality Assurance. “The award represents a lot of extremely hard work and shows that we are on the right track to becoming the ‘Go-To’ brand for payment.”

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LiveOps receives Labs Innovation Award

LiveOps Engage has been named as a 2013 TMC Labs Innovation Award winner. The awards recognize products that demonstrate raw innovation,unique features and represent a significant contribution towards improving communications technology.

“With LiveOps Engage, agents can resolve customer inquiries faster and with greater accuracy,” said Steven Griset, senior vice president of product management and engineering at LiveOps. “We’re pleased that the introduction of this technology has been met with accolades like the Labs Innovation Awards.”

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Netcall wins Green Apple Award for the second consecutive year

Netcall has won a ‘Green Apple Environment Award’ in the national campaign to find Britain’s greenest companies.

“A year on from our win at the 2012 awards, we’re delighted to be recognised again for the role we play in supporting environmental best practice initiatives within our customer base,” said Mark Holmes, Sales Director, Netcall.

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Webhelp TSC wins Mobile by Sainsbury’s contract

Webhelp TSC has won a new contract with Mobile by Sainsbury’s. The two year, multi-channel contract will involve Webhelp TSC advisors handling pay-as-you-go customer calls and emails on behalf of Sainsbury’s new mobile phone network (run in partnership with Vodafone).

“Mobile by Sainsbury’s is an exciting brand for the Webhelp TSC team to be working with,” said Mike Purvis, Sales & Marketing Director at Webhelp TSC. “The breadth of our Mobile sector experience along with our focus on insight-led solutions will ensure we continually deliver the best possible customer service to Mobile by Sainsbury’s customers.”

Mobile by Sainsbury’s is the latest in a number of new client wins for the company this year, including contracts secured with PhotoBox and NOWTV.

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Response secures contract extension with Student Loans Company

Response supports the Student Loans Company (SLC) by answering up to 2 million calls per year from student and graduate customers from across the UK.

The renewed contract will maintain the long-standing partnership until February 2015.

“We have been working closely with SLC for the best part of a decade,” said Brian Bannatyne, Managing Director of Response. “Our culture of continuous improvement ensures that all students and graduates experience the highest standards of customer service and we look forward to continuing that relationship.”