04/01/11
Contact centre champions to be recognised for growing sector through downturn
The Welsh contact centre industry is set to celebrate the champions responsible for growing the industry over the past 12 months at an awards ceremony.
The 13th Welsh Contact Centre Awards will see companies and individuals from organisations including Admiral, Tesco, British Gas, Conduit and DVLA vying to win one of 15 awards.
The awards celebrate the excellence of individuals, teams and companies working within the Welsh contact centre industry.
Sandra Busby with finalists in the Best Manager of Over 100 staff category (back row) Roy Cummins, Mark Trotman, David Wright and (front row) Norman Reaney.
Even in the economic downturn, the industry has seen continued growth and inward investment. Virgin Atlantic created 200 jobs in Swansea in November and Barclaycard 250 in Cardiff earlier in the year. Conduit and Admiral have grown steadily in Cardiff, Swansea and Newport.
The industry still employs around 30,000 people at operations in 29 towns and cities throughout the country, injecting £400m a year into the Welsh economy.
Contact centres are vital cogs in many industries such as financial services, recognised by the Welsh Assembly Government as one of the country’s six key sectors in its Economic Renewal Plan.
There are six individual awards up for grabs including Best Manager of Over 100 People, Best Trainer and Best Agent. Eight company awards include Best Use of Technology, People Development and Customer Service.
Sandra Busby, managing director of the Welsh Contact Centre Forum, said:
“Tough economic times can bring the best out in people and that is evident in the high calibre of finalists we have this year.
“Contact centre technology is constantly evolving but it’s apparent from finalists in the management categories that allying the new with the tried and tested technique of putting the customer’s experience first can help Wales retain its place as one of the UK’s most desirable locations to invest.”
Deputy First Minister Ieuan Wyn Jones said: “Over the past year, the contact centre sector has seen significant inward investment and indigenous growth. Recognising the key individuals and companies who have created this vibrancy can spur the sector on to further job creation in 2011 and beyond.”
The finalists will discover if they have won at an awards ceremony at Cardiff’s City Hall on Thursday, February 17, 2011.
