Concentrix + Webhelp have been recognized in four categories at this year’s UK Contact Centre Forum (UKCCF) Awards.
The global leader in customer experience (CX) solutions and technology took home Gold Awards for Outsourcing Partnership of the Year – Currys and Concentrix + Webhelp and Best Customer Experience – GTR and Concentrix + Webhelp, and as well as the Silver Award for Complaints Management Team of the Year – Yodel and Concentrix + Webhelp and the Bronze Award for Support Team of the Year.
The UKCCF Awards – which were presented at a Gala Dinner at the Delta Hotel by Marriott Heathrow Windsor – celebrate individual, team and company best practice amongst UK contact centres.
The evening saw the Currys and Concentrix + Webhelp team collect a Gold Award for Outsourcing Partnership of the Year. A relationship formed in 2020 and based on shared values with customers at the heart, the accolade acknowledged outstanding omnichannel customer service where colleagues combine excellent technical and customer service skills to support Currys vision to help everyone enjoy amazing technology.
By continuously looking at how to accelerate and build on successes and actions for future improvements, the partnership process also enables all colleagues to share ideas on how to improve the end-to-end customer journey and the employee experience which has substantial benefits for the partnership.
James Leech, Head of Strategic Partnerships at Currys commented: “Another amazing night for the Currys and Concentrix + Webhelp partnership. We’re immensely proud of the team for this award and to be able to call our partnership ‘Multi Award Winning’ as we won the same award from another industry body earlier this year. One of the key areas the judges highlighted was our collaborative approach in our ways of working, which also aligns to the Currys values of “we win together” and “we own it”. Congratulations to all of the team and I look forward to our continued success through the rest of this year and beyond.”
Working with clients to create bespoke outsourced solutions fueled by sector expertise, people and technology, the Gold Award for Best Customer Experience with Govia Thameslink Railway (GTR) recognized this transformational partnership which began in October 2022. With a shared desire to change the way rail customers viewed their service experience, Concentrix + Webhelp and GTR worked together on a transition plan backed by due diligence, process mapping and customer journey simplification which resulted in a seamless transfer for GTR customers and colleagues with every metric in place either hit or surpassed.
Mark Pavlides, Chief Customer Officer at Govia Thameslink Railway shared: “Delighted to have won this prestigious award with our partner, Concentrix + Webhelp. It’s a recognition of how well our partnership works that we have been able to use the capabilities of Concentrix + Webhelp to strive for delivering an ever improving customer experience”.
Celebrations didn’t stop there. Concentrix + Webhelp picked up a Bronze Award for Support Team of the Year and a Silver Award for Complaints Management Team of the Year – Yodel and Concentrix + Webhelp for their work in optimizing and improving the complaints process through innovative solutions that address challenges and ensure customers’ expectations are met through the complaints handling journey.
Helen Murray, Chief Client Officer at Concentrix + Webhelp said: “We’re delighted to be recognized by the UKCCF Awards judges. I’m so proud of the work we do in partnership with these clients, and want to acknowledge the amazing work our clients, our teams and our game-changers do each and every day. These awards recognize their hard work, passion and dedication to delivering remarkable service to customers. It’s a pleasure to work and win with such great people, clients and brands.”