News
Newport contact centre workers awarded for making the industry sparkle
1/3/2010
A Newport contact centre employee has received a top accolade for helping to pull his industry through the recession.
Andrew Bradshaw of Yell’s 118 24 7 telephone directory enquiries service was a recipient of a prestigious Welsh Contact Centre Award at a glittering ceremony earlier this month.
The 29-year-old won the manager of less than 100 people category. He was presented with his award by television presenter Tim Vincent.
Six company awards were up for grabs along with the individual prizes. Newport-based National Offender Management Service (NOMS) at Her Majesty’s Prison Service (HMPS) won the Shared Services Category.
Mr Bradshaw, who has worked at Yell’s 118 24 7 call centre for two and a half years, said: “I feel very honoured to have won this award and I feel it is recognition for the hard work everyone in our Newport office has put in over the past year.
“Obviously the recession has been a challenge for most businesses but we remain a very customer-centric organisation and believe our customers value a high-quality service. By managing the 118 24 7 call centre effectively and ensuring our people are empowered and coached properly I believe we have achieved the right balance between delivering a cost efficient operation coupled with an excellent customer experience.”
Sandra Busby, managing director of the Welsh Contact Centre Forum, said: “To be even a finalist in these awards is a huge achievement because competition is so stiff. This year the entries were of a higher standard than ever, and I put this down to individuals and companies striving for higher standards during these tough economic times in a bid to hold onto their customers.”
The Welsh Contact Centre Awards, which have been running for 12 years, celebrate the excellence of individuals, teams and companies working within Wales’ 160 contact centres. The industry pumps Ł400m a year into the Welsh economy.
There are 19 contact centres in Newport, with over 7,250 employees, across various sectors including financial, retail, telecoms and public sector.
