Winners and Losers – December 2010


Gold star

Well,  here we are at the end of the year, and award ceremonies seem to be taking place all over the country.

This month, we bring you news of Verint, Journeycall, Cactus Search, Azzurri, Equiniti, Transversal, Teleperformance, Tesco and Sutton Council.

Verint placed in Magic Quadrant for Contact Centre Workforce Optimisation

On an annual basis Gartner evaluates the contact centre workforce optimisation (WFO) technology landscape and positions contact centre WFO providers in one of four quadrants based on an evaluation of their completeness of vision and ability to execute.

“Our customers are driving this momentum for Verint – both around the contact centre and in expanding our solutions into other customer-impacting parts of the enterprise, including back-office operations and remote/branch office environments,” says Nancy Treaster, senior vice president and general manager, Verint Witness Actionable Solutions.

Verint’s Magic Quadrant standing is based on the company’s ability to execute – covering such aspects as its product/service solution set, overall viability, sales execution/pricing, market responsiveness and track record, marketing execution, customer experience and operations – and its completeness of vision, which includes innovation, market understanding, marketing strategy, sales strategy, offering/product strategy, business model, vertical/industry strategy and geographic strategy as evaluation criteria.


Journeycall raise over £500 for Parcels4Troops

Journeycall present the cheque

Christopher Cannon, Fiona Mackay, Ali Sutherland, Bill Clayton and Evelyn Hampton.

Staff at Mearns-based contact centre operator, Journeycall presented a cheque for £563 to Parcels4Troops charity chairman, Ali Sutherland, at their Laurencekirk headquarters.

Mr Sutherland commented: “We’re delighted with Journeycall’s support, and I know that our soldiers abroad greatly appreciate such efforts to make their lives more comfortable when far from home.”

Journeycall staff Fiona Mackay and Bill Clayton arranged an October office fancy-dress day as part of a series of fund-raising initiatives to support Parcels4Troops, who donate home comfort gifts to British troops abroad.  “It’s a great gesture from our teams at Laurencekirk and Brechin, who have really backed this worthy cause,” said Fiona Mackay.  “We’ve raised money for donations like boxes of sweets, dried food, batteries, and other useful items to make troops’ lives abroad that much more bearable, despite the heat, dust and constant pressure.”


“It’s been tough, but the results speak for themselves” ….. say Cactus Search!

Cactus Search are just finishing their 7th year in splendid fashion.

Francesca Randle

Francesca Randle

There’s no doubt that 2010 has been a difficult year but the team at Cactus Search rose to the challenge and have finished the year with some record-breaking figures, resulting in a performance the whole team can be proud of. While certainly not back to the heady heights of 2007, it’s certainly going the right way!

Key highlights include:

  • Achieved a 31% increase on permanent placements compared to 2009
  • 33% increase in turnover compared to 2009
  • 42% increase in profit compared to 2009

“It’s an exciting time for the business after the past 2 years of careful consolidation and cost management, not daring to spend on anything that could not demonstrate a ‘guaranteed’ return, it’s now time to speculate and invest in growth (albeit carefully) once more” says Francesca Randle, Director.


Sam Halford

Sam Halford with the award

Equiniti contact centre awarded prestigious global accreditation

Equiniti, the business process outsourcing (BPO) solutions provider, has been awarded the Customer Contact Association (CCA) Global Standard for its multi-channel contact centre, becoming the only share registrar in the UK to hold the coveted global accreditation.

Equiniti’s director of operations, Sam Halford, commented:

“I am incredibly proud of what we have achieved at the Contact Centre in the past 12 months. The award of the CCA Global Standard is a reward for the hard work and dedication of my team. We have a multi-channel contact centre we can be proud of and this accreditation reinforces that message to clients and stakeholders.”


Transversal and Mothercare win at Customer Contact Association Excellence Awards

Transversal receiving their award

Transversal receiving their award

Transversal and Mothercare have won in the ‘best technology partnership’ category at the prestigious Customer Contact Association Excellence Awards.

Technology provider Transversal worked with Mothercare to develop ‘Ask Carrie’, an innovative virtual help assistant. This enables website users and contact centre agents to ‘ask’ questions using natural language, with relevant answers returned instantly. Customers are currently asking 2,000 questions per day using Ask Carrie with only 3.5% needing to escalate queries. Within the contact centre environment, agents are now able to answer questions quicker and emails are answered promptly.

Davin Yap, CEO of Transversal, comments: “The relationship with Mothercare is a true partnership and this has clearly been recognised by this award. There are few examples of genuine cross platform customer services deployments, however we believe this serves as a good model for the retail industry as a whole.”


Jeff Smith receives the first CCA Lifetime Achievement Award

Jeff Smith

Jeff Smith

Jeff Smith, CEO & Chief Executive of Teleperformance, has received the prestigious CCA Lifetime Achievement award in recognition of his contribution to the contact centre industry.

Smith has succeeded in creating one of today’s leading UK outsourced contact centre businesses with 12 sites nationwide employing over 6,000 employees.  Teleperformance manage contact centres on behalf of many major businesses and government departments such as Sainsbury’s, F & C and the Identity and Passport Service who credit their success with being able to provide excellent customer service.  Smith has also made a significant contribution to the industry by championing best practice and making contact centres a career choice through investment in people and their development.

Jeff Smith comments “I am honoured to receive this award and thank the CCA and the judges.  I am truly passionate about customer service as many of us are and we must all continue our great work to make the industry one we can remain proud of.”


Tesco Customer Service Centres are a hit for six

Tesco staff with their awards

Karen Hutchison, Community / Recruitment Manager; Ian Naylor, Director of Customer Service Centres; and John Ashworth, Insight Manager

Tesco Customer Service Centres were celebrating this week after picking up six national awards in just three days.

The group won three awards at the CCA (Customer Contact Association) Awards and followed up that success with a further three honours at the HR Network Scotland Awards.

It picked up awards for Contact Centre Team of the Year, Action in the Community and Professional of the Year at the CCA Awards.

Tesco Customer Service Centres, which employs close to 2,000 people across four centres in Dundee, Cardiff, Cheshunt and Bangalore, followed up their success with a hat-trick of honours.

They were awarded: HR Team of the Year; HR Manager of the Year – Angela Woolfenden; and HR Director of the Year – Therese Procter.


The best service in London

Sutton Council has picked up an award for having the best customer service in London.

For the second year running, the borough beat eighteen other local authorities to land the Customer Services for London Award.

Sutton was judged to be the best after dozens of calls from mystery shoppers over the past year were handled impeccably by call-centre staff.

Cllr Ruth Dombey, Deputy Leader on Sutton Council said: “This award recognises the excellent work our staff do to keep Sutton such a great place to live and work.

“Listening and responding to feedback from our residents means that we continue to offer the best service in London.”


LV= awards Azzurri £5 million contract for a new Contact Centre 

Mark Quartermaine

Mark Quartermaine

Azzurri Communications today announced it has won a contract to provide mutual insurance, retirement and investment group LV= with a new contact centre. The five-year contract, worth £5m, is for a solution based on Avaya’s contact centre technology and Azzurri Communications’ application and integration capabilities. 

Mike Newton, chief operating officer for LV= said, “Our contact centre is mission critical and a strategic asset for LV=. But 18 months ago, we knew that unless we made a change it could hamper our ambitions. So we scoped out a project for a single group-wide contact centre system, to replace the fragmented systems we had and to improve our disaster recovery and business continuity capabilities.” 

Mark Quartermaine, CEO, Azzurri Communications, said “This is an important new contract win for Azzurri. Our contact centre managed service and systems integration capability is at the heart of our business and we look forward to working with LV= to deliver this significant project.”

Published On: 8th Dec 2010 - Last modified: 22nd Mar 2017
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