It’s the second time the Group has picked up the prestigious title at the European Contact Centre and Customer Service Awards.
BGL Group has today been celebrating after its contact centre operation was named the best in Europe, for a second time.
The Group won ‘Large Contact Centre of the Year’ in the European Contact Centre and Customer Service Awards (ECCCSAs) – the largest and longest running awards in the customer contact industry.
BGL employs 1,300 people across its contact centres in Peterborough, Wakefield and Sunderland, with the BGL Customer Services’ team managing thousands of customer queries each year for some of the UK’s leading insurance brands.
It is the second time BGL has won the coveted title, the first being in 2017. The Group sat out in 2018 but came back strong this year and its success did not stop there. BGL Customer Services also won bronze in two other categories:
- Giving Something Back – This recognised the charitable work that goes on across BGL’s contact centres in Peterborough, Sunderland and Wakefield.
- Best Cross-Functional Customer Experience Initiative – BGL was shortlisted for its newly-formed Lending Support Team which supports customers experiencing financial difficulty.
Mark Brannen, Associate Director of Contact Centre Operations, BGL Group, who was at the ceremony in London’s Battersea Park to receive the award, said: "We're delighted that our contact centres have once again been recognised as the best in Europe.
“It’s a testament to everyone who works within BGL’s Customer Services and to all the colleagues who support us across the Group. It’s especially rewarding when all our hard work, dedication and enthusiasm is acknowledged by peers across the contact centre industry.”
The European Contact Centre and Customer Service Awards receive entries from contact centres across Europe. All nominees go through a comprehensive judging process, including a face-to-face personal interview or site visit.
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