Double delight for Ipswich team which puts vulnerable customers first
An Ipswich customer care team has won national recognition for supporting vulnerable customers.
The UK National Contact Centre Awards rewarded UK Power Networks’ initiatives with a Silver Award in Best Approach to Supporting Vulnerable Customers. The firm which delivers electricity across the East, South East and London trialled portable battery packs to power medical feed pumps, and gives people the option to video-call advisors – which both help some of the 2.2 million people on its Priority Services Register who may need extra support.
In addition, Ipswich woman Abbie Harper won the Bronze Award for Quality Manager of the Year, for managing a team of six and encouraging customer service as a science, not an art, by using data to inform services.
Customers are routinely asked to score UK Power Networks out of ten, and for every score below nine the team work hard to understand how to improve. Abbie created a ‘red flag hub’ which automated and streamlined customer survey data, and hosted a Call Centre Management Association best practice session attended by peers from more than 20 contact centres. Her colleagues describe her a ‘phenomenal’ and ‘a superwoman’ for her relentless hard work.
The black-tie awards in London are the annual ‘Oscars’ of the customer service industry, attracting 1,200 guests and hosted by TV presenter Stephen Mulhern. The hard-fought competition included well-known companies such as Sky, BT, Vodafone, Ikea and Specsavers.
Abbie said: “I’ve always been passionate about the job I do, leading a fantastic team who support and coach our contact centre and I love seeing the impact quality has on the service we provide our customers, To be nominated was one thing, to then be shortlisted and be awarded bronze and be in the top three for Quality Manager of the Year at the UK National Contact Centre Awards is just amazing and I couldn’t be happier!” Alex Williams, head of the contact centre said: “Both awards are deserved recognition for our fantastic team of 325 based in Ipswich, who answer customers 24/7 for 365 days of the year. It can be a challenging job but also very rewarding because we make the effort to go the extra mile for our customers and help them in any way we can. With team players like Abbie at the helm, we’re succeeding.”
Published: 20/06/24
The UK National Contact Centre Awards rewarded UK Power Networks’ initiatives with a Silver Award in Best Approach to Supporting Vulnerable Customers. The firm which delivers electricity across the East, South East and London trialled portable battery packs to power medical feed pumps, and gives people the option to video-call advisors – which both help some of the 2.2 million people on its Priority Services Register who may need extra support.
In addition, Ipswich woman Abbie Harper won the Bronze Award for Quality Manager of the Year, for managing a team of six and encouraging customer service as a science, not an art, by using data to inform services.
Customers are routinely asked to score UK Power Networks out of ten, and for every score below nine the team work hard to understand how to improve. Abbie created a ‘red flag hub’ which automated and streamlined customer survey data, and hosted a Call Centre Management Association best practice session attended by peers from more than 20 contact centres. Her colleagues describe her a ‘phenomenal’ and ‘a superwoman’ for her relentless hard work.
The black-tie awards in London are the annual ‘Oscars’ of the customer service industry, attracting 1,200 guests and hosted by TV presenter Stephen Mulhern. The hard-fought competition included well-known companies such as Sky, BT, Vodafone, Ikea and Specsavers.
Abbie said: “I’ve always been passionate about the job I do, leading a fantastic team who support and coach our contact centre and I love seeing the impact quality has on the service we provide our customers, To be nominated was one thing, to then be shortlisted and be awarded bronze and be in the top three for Quality Manager of the Year at the UK National Contact Centre Awards is just amazing and I couldn’t be happier!” Alex Williams, head of the contact centre said: “Both awards are deserved recognition for our fantastic team of 325 based in Ipswich, who answer customers 24/7 for 365 days of the year. It can be a challenging job but also very rewarding because we make the effort to go the extra mile for our customers and help them in any way we can. With team players like Abbie at the helm, we’re succeeding.”
Published: 20/06/24