Contact centers compete in an aggressive industry. Whether an organization has an internal contact center to support its customers or looks to outsourcers to provide the infrastructure they need, the reality is that each center works to deliver the optimal experience to maintain customer loyalty and ultimately drive revenue for the company.

The Customer Contact Association (CCA) is the professional body for UK customer contact and has announced its choice for “Overall Center of the Year.” The Future Pension Centre, run by DWP, won this designation in an intensely-contested awards race which attracted a record number of entries.

Charged with running the Future Pension Center in Newcastle, DWP, The Pension Service won the overall center of the year title as a result of its success in helping people of working age to access the information they need to plan for future financial security. The company also won the category “Innovation in Service Delivery for Citizens.”

 

Winners were selected in 18 categories including the title “Overall Professional of the Year” which went to Steven Taylor (News - Alert), an agent for Capita Life & Pensions. Contest judges referred to Taylor as the “image of an inspirational team leader focused on achieving for the organization.”

Vodafone also made waves at this awards event, picking up such awards as “Customer Satisfaction Measurement”, “Most Effective Customer Retention Strategy” and “Professional Team Leader of the Year” which was won by Steven Johnson (News - Alert).

Companies that demonstrated the “Best Use of CCA Certification” were also recognized. Siemens IT Solutions & Services was honored as the best “Newcomer” for its work on behalf of National Savings & Investment. Clerical Medical won in the “Mature”category.

 

CCA Chief Executive, Anne Marie Forsyth said in a Wednesday statement: “These are exceptionally challenging times for professionals in the frontline of customer contact. We are delighted that CCA members are responding in innovative ways and maintaining high standards of customer service. Competition was intense this year and CCA congratulates the winners on their impressive achievements.”

 

Robert Wint, marketing director, EMEA, Verint Systems, the main sponsor for the awards, said in the statement: “The CCA Excellence Awards have recognized key organizations and individuals within the UK contact center industry who achieve excellence. It is paramount for the industry to recognize these achievers and to model their behavior on the winners who strive for continued excellence in their operations.”

 

David Parcell, managing director of Verint (News - Alert) Systems, added: “Well done also to all those who were shortlisted. It’s a huge achievement in a vastly growing industry to be recognized amongst the best of the best.”

 

Fred MacAulay, a broadcaster and comedian, hosted the event. In the Wednesday statement, he shared: “It’s great to know that people’s achievements in this industry are being celebrated despite the difficult economic climate. In fact CCA membership continues to rise as people recognize the importance of professionalism.”