Named Outsource Contact Center of the Year in Northern Ireland
Belfast, UK – Concentrix was handed Outsource Contact Center of the Year in Northern Ireland at the Contact Centre Network Northern Ireland (CCNNI) awards gala on Nov. 8, 2018. CCNNI is a professional organization whose award celebrates professionals in the call/contact center, shared service center and IT/customer service helpdesk industry based within Northern Ireland. We won Outsource Contact Centre of the Year for a highly successful overhaul of the operational model for a major telecom client.
Our strong 12-year partnership with our telecom client is based on joint interdependent efforts to drive good customer service and work towards a shared vision and goals. In this award-winning project, we overhauled our outsourcing contact center to deliver greater alignment and parity in terms of facilities and Advisor retention rates. The client’s brand values and key messages now have complete mirroring between in-house and outsourced with robust governance and centralized storage of material to ensure 100% alignment.
After a deep dive into existing practices and analysis of results, we decided to invest in site refurbishment. We also realigned expectations across all management levels, moving away from an historical metric-focused approach to one purely based on people and behaviors. These changes led to a 24-point increase in staff engagement scores and a better alignment with our client’s core values.