DAS UK Group nominated three times at South West Contact Centre Awards

DAS UK Group’s Bristol Contact Centre team has been shortlisted in three categories at the South West Contact Centre Awards.

The DAS UK team, which handles over 250,000 calls a year, has been nominated for the ‘In-House Contact Centre of the Year’ award, while Jonathan Thomas has been nominated for ‘Contact Centre Manager of the Year’ and Matthew Tudball has been shortlisted for ‘Customer Service Representative of the Year’.

The ‘In-House Contact Centre of the Year’ award goes to the in-house contact centre that demonstrates best practice for both staff and customers. During 2017 the DAS UK team, which has over 65 staff working across the company’s Bristol and Bedwas sites, initiated and delivered projects that created greater efficiency and huge savings for the business, tackling people, customer and business constraints to boost staff engagement, reduce attrition, improve customer processes and become a more efficient, effective and engaging business to work for.

Open to individuals who have been managing personnel within a contact centre for a minimum of six months, the Contact Centre Manager of the Year category, meanwhile, looks to reward exceptional leadership, innovation, broad management skills and vocational competence in either a full or part-time capacity.

Jonathan Thomas’ enthusiasm and drive has enabled his six team leaders to grow and develop their own unique skills and become effective drivers of different types of initiatives including leading staff engagement, driving efficiency within processes and administration, improving IT systems to ensure compliance and easier navigation, creation of a new internal claim capture system called ‘Supernova’ and introducing a multi-skilled competency programme across both sites.

Finally, the ‘Customer Service Representative of the Year’ award is for individuals working at advisor grade who have demonstrated exceptional levels of service and vocational competence, in either a full or part-time capacity. Matthew Tudball regularly received DAS UK’s award for Consistent High Quality Scores throughout 2017, with an impressive overall average of 95.65% (the company’s target is 85%).

Matt was also the first person to get the coveted 100% call score in DAS UK’s Bedwas office and has since achieved consistent 100% scores since March 2017 – an unparalleled achievement. His calls are often used as ‘best practice’ calls in staff training, while customers also acknowledge Matt’s achievement with glowing testimonials. Matt has spent much of his time training and mentoring staff at the Bristol Contact Centre to help embed a multi-skilled virtual contact centre.

The winners of the awards, which are open to call/contact centre teams from across the South West of England, will be announced at the official awards ceremony on Thursday 28 June at Ashton Gate Stadium in Bristol.