The winners of the 2014 Customer Contact Innovation Awards have been announced.
The awards were presented at the Professional Planning Forum’s 14th conference in Brighton, for outstanding initiatives that are making innovative customer operations great places to work and transforming the experience of customers.
The winners were selected by a team which included 19 experienced industry practitioners, many of them previous winners or finalists. Judges visited each of the 17 shortlisted organisations, and then assessed them against a strict set of criteria.
“Every year judging visits exceed our expectations and amaze our external judges,” said Paul Smedley, Chair and Founder of the Professional Planning Forum. “It is exciting to see how customer operations are developing and it is clearer than ever to see how it is our people who build success.”
The Innovation of the Year Award
Arise Virtual Solutions gained the overall Innovation of the Year Award for achieving high performance homeworking at scale. They were also presented with the Innovation Award for Agility and Empowerment.
“Arise stood out for the way they re-thought what it means to work in a customer contact centre today,” said Steve Woosey, Chief Executive of the Professional Planning Forum. “They have provided real choice and accountability and at the front-line, people, planning, communication and technology have come together to break the mould.”
The Innovation Award for Digital Customer Solutions
The Innovation Award for Digital Customer Solutions was awarded to Santander, who use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.
The Innovation Award for Interactive Intelligence
The Innovation Award for Interactive Intelligence was won by Webhelp UK, whose Insight programme has scientifically brought data and people together to drive continuous improvement, delivering quantifiable benefits to both customer and client.
The Innovation Award for Enterprise Planning
The Innovation Award for Enterprise Planning was gained by UPC, where planning was empowered to lead operational delivery, as part of an enterprise-wide collaboration, managing sales 83% above budget, with call rates 30% below.
The Innovation Award for Engagement
Capital One won the Innovation Award for Engagement, for proving the value of fully engaging people – on shore and off shore – in building trust with customers and raising net profit 45% above target.
The Innovation Award for Strategic Collaboration
The Innovation Award for Strategic Collaboration was presented to LV=. Their transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.
The Innovation Award for Insight
Neopost was awarded the Innovation Award for Insight for their imaginative and pragmatic approach to using speech analytics to focus the delivery of improvements for both colleagues and customer in their 150-seat centre.
The Planning Forum Hero awards
In addition, Planning Forum Hero awards were presented to five outstanding customer contact professionals, recognising their exceptional personal contribution in developing the role of planning, analysis or quality.
The 2014 Heroes are:
- Catherine Kellett, Operations and Planning Manager, The White Company
- Garth Harriman, Speech Analyst, Neopost
- Rachel Jones, Resource Planning Manager, Worldpay
- Adiba Ghauri, Service Manager, Harrow Council
- Steve Pink, Head of Operational Performance, LV=
They join the growing ranks of heroes, reflecting excellence at all levels in the profession.