The best of the South West contact centre industry were celebrated at a glittering awards ceremony hosted by comedian Jimmy Carr on Thursday 29 June 2017 at Ashton Gate Stadium, Bristol.
Over 520 guests attended the South West Contact Centre Awards ceremony, which recognised individuals and organisations for their excellence and innovation.
Apprentice of the Year – was jointly won by Asher Budd of Brightside Group and Luke Harrison, Nisbets.
Customer Service Representative of the Year. A Highly Commended certificate went to Rebecca Tilley of Curo while Sharon Ratcliffe of Bristol City Council scooped the award.
Next was the Team Leader of the Year category. The Highly Commended certificate went to Chloe George, Yarlington Housing, while the winner was confirmed as Marcus Handford DAS Legal Expenses.
The Newcomer of the Year award was presented to Emma Parrish, The Consortium.
Support Person of the Year went to George Hawkins, Screwfix.
And in the Support Manager of the Year category, Kylie Hawken, Somerset County Council, won the Highly Commended certificate, while Kevin Burgess, Sovereign Housing and Andy Richings, Brittany Ferries were jointly crowned as winners.
The Trainer of the Year category saw Kelly Surtees, NCC CRiS, Highly Commended with Conduent’s Michael Glueck announced as the winner.
The Sales Agent of the Year award was jointly shared by winners Dave Reynolds, Europa Group, and Liam Short, Carpeo.
While the Contact Centre Manager of the Year award was presented to the RAC’s Craig Watts.
The final individual award of the night went to Louise Ferreira, Holland America for Hero of the Year award, while Rachel Osbourne, LV, was Highly Commended.
In the team/company categories, Motability Operations picked up the award for Customer Engagement.
Business Improvement Strategy went to Capita Life & Pensions Swindon.
The award for People Development was very hard fought, with Agilisys collecting the Highly Commended certificate and then Jaywing confirmed as the winners.
DAS Legal Expenses picked up their second award of the night for Performance & Quality.
While the People Engagement award was presented to Insure4Retirement.
Capita Life and Pensions Cheltenham succeeded in the Support Team of the Year category, in which Imperial Tobacco were also Highly Commended.
NCC CRiS made it three wins in a row with the Best Use of Technology category and Plymouth City Council picked up the Highly Commended certificate.
Outsourced Contact Centre of the Year to Echo Managed Services.
Sovereign Housing won the Small Contact Centre of the Year award, Nisbets won Medium Contact Centre of the Year and Screwfix won the award for Large Contact Centre of the Year, while EE were also Highly Commended.
The ninth annual awards were organised by the South West Contact Centre Forum (SWCCF), an industry-led organisation that delivers support to organisations across the South West contact centre industry.
Sandra Busby, Director of the SWCCF, said: “The calibre of the finalists has impressed us immensely and is a real testament to the high standards we are achieving in the South West. All finalists and winners should be justifiably proud of their achievements and we look forward to another amazing celebration next year.”