EMPLOYEES at a high profile contact centre are celebrating after being recognised at two top industry awards.
Affordable housing provider Home Group has been named North East Contact Centre of the Year for the second year in a row.
The Gosforth based business was also awarded second place at the European Contact Centre and Customer Service Awards, beaten to the top spot by global toy giant Lego.
The awards each come within the space of four days and further cement Home Group’s reputation for providing excellent customer service.
Donna Middleton, Home Group director of customer experience, said: “We’re delighted that within the space of just a few days we have received such high profile recognition from two separate and independent organisations.
“When we opened our contact centre at the Quorum Business Park in 2011 we did so with the express intention of giving our customers the best experience we could.
“Since then we’ve expanded the channels we use to have conversations with our customers. We’ve increased our operating hours and in addition to handling phone calls our dedicated team also use live chat, emails, social media and our app to help our customers at times which suit them.”
Home Group customer service advisor Thom Hurst also won an individual award, Multi-Channel Advisor, at the North East Contact Centre awards.
Home Group’s Scottish division, Home Scotland, has also been enjoying some success. Home Scotland Customer Assessors won the ‘Best Practice in Developing Tenant Scrutiny Award Category’ at the TPAS Scotland awards.
The Silver Award for Medium Contact Centre of the Year Award was presented to Donna by television personality Fiona Bruce at a ceremony in London.
Other organisations shortlisted for the award were: Barclays SkyBrand Premier Global, Barclays Stockbrokers, Enterprise Rent a Car, Journeycall, New Day and Ventrica.
The North East Contact Centre awards were held in Durham and Home Group beat off stiff completion from Utility Wise, Auxillis Ltd, Atom Bank, Geoban UK, Virgin Money, Axa Insurance, Fusion Contact Centre, Sky Newcastle and Firstsource to secure the award.
Judging panels from both awards organisations visited Home Group’s contact centre where they examined customer processes, staff development, use of technology and random interviews with workers.