European Call Centre Awards winners announced
British Gas Cardiff gets triple accolade
The British Gas call centre in Cardiff was one of the big winners at the 2010 European Call Centre Awards.
The energy company’s centre won three catogories – Large Contact Centre of the Year, Best Centre to work for, and the European Call Centre Award.
The awards recognise individuals and companies that have made a real impact on the industry over the previous 12 months. This year saw a record number of entries,and after an extensive short listing process the winners were announced at the gala dinner hosted by Rufus Hound at the Hilton Birmingham Metropole Hotel.
The full list of winners is:
INDIVIDUAL AWARDS
Contact Centre Manager of the Year
Orange, Ann Marshall – Winner
CEZ, Milena Linhartova – Highly Commended
Tesco Customer Service Centres, Ian Naylor – Highly Commended
Runners Up: Mark D’Arcy – Dell, Owen Jackson – Firstsource, Derek Anderson – HEROtsc, David Wright – Logica, Neil Taylor – Telefonica O2 UK
Agent/Advisor of the Year
Vertex – Lee Herbert – Winner
Capita Business Services Ltd – Roger Salton – Highly Commended
Runners Up: Alastair Baldwin – Orange, Damien O’Neill – Sage Ireland, Declan Smith – Telefonica O2 UK, Gemma Grant – T-Mobile
INNOVATION AND EXCELLENCE AWARDS
Best Use of Technology
DPD – Winner
Orange UK – Highly Commended
American Express – Commended
Runners Up: Betfair, paddypower.com, Thomas Cook, T-Mobile, Tealeaf
Best Centre for Customer Service
Tesco Customer Service Centres – Winner
British Gas Cardiff – Highly Commended
Surrey County Council – Highly Commended
Scottish Power – Commended
Telefonica O2 UK Ltd – Commended
Runners Up: CPP Group, LV=, Sage Ireland
Corporate Responsibility Award
Sage – Winner
HML – Highly Commended
HeroTSC – Commended
Runners Up: Tesco Customer Service Centres
Best Improvement Strategy
LV= – Winner
BT Retail – Highly Commended
HomeServe Claims Management – Highly Commended
Runners Up: FedEx, Hertz Europe Service Centre, Telefonica O2 UK
Product of the Year
Semafone Ltd – Winner
Runners Up: VoiceSage Ltd, Azzurri Communications, Silent Edge, TD Waterhouse and Datapoint, Nexidia, CallScripter
TEAM AWARDS
Small Contact Centre of the Year
Journeycall Ltd – Winner
RCN Direct – Highly Commended
Runners Up: Aviva, P&O Ferries Holdings Ltd, Parasol, The Automobile Association
Large Contact Centre of the Year
British Gas Cardiff – Winner
Telefonica O2 UK Limited (Preston Brook) – Highly Commended
Runners Up: CPP Group, LV=, Nationwide
Homeworking or Virtual Contact Centre of the Year
Maygenta Ltd – Winner
Runners up: Contact Centre Directorate – Jobcentre plus, Telefonica O2 UK
Outsourcing Partnership of the Year
Sitel and Philips – Winner
Aviva – Highly Commended
Vertex – Highly Commended
Runners Up: bss/ The Department of Health/ NHS Choices, City Park Technologies, The Careline & Unilever Partnership
Best Centre to work for
British Gas Cardiff – Winner
LV= – Commended
Runners up: American Express, Aviva, Dell, Nationwide
Small Team of the Year
Cable & Wireless – Winner
Telefonica O2 (Performance and Development BSC) – Commended
Runners Up: Home Retail Group Financial Services, Virgin Games
Large Team of the Year
CPP Group – Winner
Firstsource Plc – Highly Commended
Runners Up: DPD, Journeycall Ltd, Tesco Customer Service Centres
Lifetime Achievement Award
Paul Smedley – Professional Planning Forum
Judges Special Award
Simon Pollock – Surrey County Council
The European Call Centre Award
British Gas Cardiff