Innovation, flexibility, efficiency, co-operation and dedication are just some of the attributes that have seen staff at Serco’s Cardiff contact centre in St Mary Street shortlisted for two major awards. Adviser, Molly Firth, who has been nominated for ‘Support Person of the Year’ and the Webchat team which has been nominated for ‘Best Application of Technology’, in this year’s Welsh Contact Centre Awards.
Molly single-handedly improved performance and efficiency at the site by over 35%, through her tenacity, determination and team ethos. The recognition is testament to Molly and her flair for problem solving, creativity and innovation. To quote from her Managers’ citations,
“Molly is a highly motivated individual whose enthusiasm for her role is infectious and who helps all who work with her to engage in a common goal. She expected no special recognition for her hard work and achievement – she is driven to excel simply by the desire to improve a critical area of performance on behalf of our client.”
The Webchat team, working with one of Serco’s leading retail clients are looking forward to the awards ceremony after a hugely successful year that has seen them drive up customer satisfaction to 90% as well as positively influence customer sales. Through the innovative use of technology the team has been able to offer a new level of support for the 770,000 customers who visit the retailer’s website every day.
“We were challenged to improve the online customer journey, and at the same time offer customers a new way to interact with us”, says Kerry Howells, Operations Director, Serco. “With 62% more customers now online than six years ago, we implemented ‘webchat’ which offers customers an online facility to talk directly with a team of experts. We are really seeing a positive impact as the overall online retail experience has benefitted from this new channel, with sales and satisfaction figures continuing to improve. The whole team is delighted to have been shortlisted for the award”.
The prestigious Welsh Contact Centre Awards are open to any Wales-based, in-bound or out-bound customer communication network, such as call centres, contact centres, shared services centres or IT help desks. It is one of the most respected and sought-after awards and the only independent peer-judged programme recognising innovation, success and achievement across customer contact operations.
The finalists for the awards will be recognised and the winners revealed at a glittering Awards Ceremony and grand Gala Ball on Thursday 20 February 2014 at Cardiff City Stadium.