Exceeding customer expectations sees Serco shortlisted for seven industry awards

PRESS RELEASE: Serco, the international services company, has been shortlisted for seven awards in the prestigious CCA Excellence Awards for 2014.

Exceeding customer expectations, innovative use of web chat, a strong partnership approach and setting new benchmarks in customer service has led to Serco being shortlisted in no less than five categories including ‘Best Outsourcing Partnership’, ‘Best Multi-Channel Programme’ and ‘Best Technology Partnership.’

At the heart of Serco’s successful nominations is its innovative approach to multi-channel customer experience and strength in depth being built across all aspects of its contact centre business. It demonstrates our capabilities at every stage of the customer journey: from the delivery of complex back office operations through to the use of cutting edge technologies to improve the customer experience. These nominations are tangible evidence that the innovation in delivery and commitment of Serco’s employees to customer service is market leading.

“To have seven shortlisted nominations is testament to the efforts and achievements of our people across the business,” says Richard Holland, Managing Director of Serco’s BPO private sector business in the UK & Europe.. “And it clearly demonstrates just how impactful and important our global multi-channel solutions, particularly our ground-breaking approach to web chat, really are for creating opportunities to improve both the customer service experience as well as overall business performance.”

CCA Chief Executive Anne Marie Forsyth said: “A very warm congratulations to all of the shortlisted entrants who truly represent the elite in customer contact. Our judging process is extremely rigorous and the awards are very hotly-contested so being shortlisted is a significant achievement. We hope to see everyone for a very special evening of celebration at which their achievements will be publicly recognised and rewarded.”

The awards, which recognise world class professional achievement in customer service, are judged by a panel of expert judges from a range of sectors and specialisms, with final deliberation by a 17-strong judging committee. The winners will be announced at a special Gala Awards Dinner on November 26 at the National Museum of Scotland, in the historic heart of Edinburgh.

Serco’s successful shortlisted nominations are:

  • Professional Agent of the Year
  • Mia De’ath: De Vere contract
  • Professional of the Year: Team Leader
  • Matthew Winn: BT Liveperson contract
  • James Butt: Nintendo contract
  • Best Outsourcing Partnership
  • Aegon contract
  • Nintendo contract
  • Best Technology Partnership
  • LivePerson contract
  • Best Multi-Channel Programme
  • Nintendo contract