BGL Customer Services is celebrating today after its Sunderland centre held the title of Contact Centre of the Year for a third year at the North East Contact Centre Awards on Friday 2 February. BGL also picked up the award for Outstanding Contribution to the Community and was shortlisted in the People Development Heroes category.
The event recognises the professional and community achievements of individuals and teams at the region’s leading contact centres, giving the opportunity to benchmark progress against others in the customer service industry. All of the nominees go through a comprehensive judging process, including a face-to-face personal interview or site visit.
Over the past year the team has gone from strength to strength and delivered outstanding customer service for its customers. Customer Satisfaction scores are at 94% and Net Promoter Scores have increased from 25.2 to 33.3.
People at BGL Group’s Sunderland contact centre are also passionate about supporting charitable causes within their local communities. During the last year almost £21,000 was donated through BGL’s corporate social responsibility programme in Sunderland to support a range of local causes from youth clubs and nursing homes to dog kennels. A further £58,000 was fundraised by the teams themselves, and a staggering 2,200 volunteering hours were completed to make a difference in the community.
These awards mark the latest accolades for BGL’s contact centres which were named best in Europe last November when they won the Gold award for Large Contact Centre of the Year 2017 at the European Contact Centre and Customer Service Awards.
Nicola Sumner, Customer Operations Director, BGL Group, commented: “I’m delighted that for a third year running we’ve been named North East Contact Centre of the Year. Not only that, we’ve been recognised for the fantastic support our people offer to our local community in Sunderland and the great work of our development team supporting colleagues across the business.
“It’s not easy to achieve this level of success and it’s testament to the team’s hard work and dedication over the last year. We’ve made some great improvements to our contact centres to continue providing an exceptional level of service for our customers and we’ve got lots more in the pipeline.”