Winners & Losers – June 2013

This month we bring you news from ISV Software, mplsystems, award wins for NewVoiceMedia, Capital One, Firstsource Solutions and contract wins for Serco and Webhelp TSC.

A Kiss for Agent of the Year

ISV Software celebrated the most outstanding contact centre agents at the recent London and South East Contact Centre Awards. The contact centre software supplier sponsored and presented the award for the Agent of the Year to Ellie Kiss from Legal & General.

Amanda Davies from ISV Software said, “It was a tough decision with so many exceptional agents making it through as finalists but Ellie stood out. She really has gone above and beyond in her role in terms of performance, providing support to her peers and putting the customer first. Ellie is a terrific ambassador for Legal and General and for the image of working in contact centres.”

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Gartner lists mplsystems as a good vendor in new report

mplsystems has been listed as a good vendor in the Market Overview section of Gartner’s new Magic Quadrant for the CRM Customer Engagement Centre (CEC) report.

This follows Gartner’s recent listing of mplsystems as one of just five European application specialists providing Contact Centre as a Service (CCaaS) offerings in Europe in Gartner’s first Research Note covering cloud contact centre services

“We’re delighted that Gartner has shifted its focus towards the Customer Engagement Centre with its new Magic Quadrant report, and that it has again recognised mplsystems as a good vendor for organisations looking for a more integrated approach to their CRM and customer contact centre requirements,” commented Paul White, mplsystems’ CEO.

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House of Lords award for NewVoiceMedia apprentice

Brandon Read, IT assistant at NewVoiceMedia, was honoured as a top performing apprentice at a House of Lords reception last week.

The event saw Brandon presented with a trophy and certificate by Andrew Jones MP, Apprenticeships Ambassador in Parliament.

Brandon commented, “I was delighted to be selected for this award and it was a real privilege to visit the House of Lords for what was a very memorable day. The apprenticeship scheme offered a great mix of on-the-job training and classroom-based learning, and I was very pleased to be offered a role at NewVoiceMedia to start my career in the industry”.

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Capital One named Britain’s greatest place to work

Capital One has been rated as the UK’s best large employer after winning first place in the Great Place to Work ‘Best Workplaces’ Awards for 2013.

Capital One was commended on its great facilities – from the fully equipped music room to The Core, a free on-site gym for employees.  It also has a number of innovative work spaces including a snow room, complete with an igloo, a lighthouse and beach huts.

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Firstsource wins employer of choice at Business in the Community awards

Firstsource Solutions has been awarded Employer of Choice at the annual Business in the Community Northern Ireland (BITCNI) Awards in Belfast. Over 500 business people attended the ceremony, which recognised the corporate social responsibility of leading companies in eight categories across Northern Ireland.

…also wins Outsourcing Excellence Award

They have also won the Outsourcing Center’s Outsourcing Excellence Award 2013 for Best Business Process in partnership with its client giffgaff, a UK mobile telephone service.

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Serco wins UCAS contact centre contract

Serco, the international services company, has been awarded the contract to partner with the Universities and Colleges Admissions Service (UCAS) to provide contact centre support in the UK. The deal, for up to seven years, will see Serco handling a range of inbound telephony queries from prospective students, parents and teachers.

Jonathan Prew, Managing Director of Serco Global Services, UK, Europe & Africa, Public Sector, said, ‘We are delighted to be selected as UCAS’s long-term strategic partner for contact centre services after previously offering contact centre services to support UCAS during seasonal peaks.”

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Webhelp TSC wins multi-channel Photobox contract

Webhelp TSC has won a new contract with PhotoBox, an online digital photo service.  The new contract will see over 110 jobs created at Webhelp TSC’s Glasgow contact centre. PhotoBox has been working with Webhelp TSC’s parent company, the Webhelp Group, since 2006 and this contract win is an extension of this relationship.

The UK-based team will handle European customer management services across multiple channels including inbound calls, email and webchat.

The wide-scoping contract is the first multi-lingual brief that the company has secured. This will result in recruitment of customer support specialists with native language skills. In total, 12 different languages will be required, including French, German, Spanish, Italian and Swedish.

Mike Purvis, Sales & Marketing Director at Webhelp TSC, said: “This is a great win for Webhelp TSC as our strategy for growth gathers pace. This is a truly multi-channel, multi-lingual brief that will be a big boost to our UK operation.”