BGL Group’s contact centres collect three awards at the National Contact Centre Awards held in London.
A gold award went to Webchat Team of the Year and silver awards were picked up for Learning and Development Team of the Year and Most Positive Impact on the Community. BGL also had an employee shortlisted in the Customer Experience Champion category. The event recognises the individuals and teams in the industry who are working to make their contact centres professional and industry leading.
All of the nominees go through a comprehensive judging process, including a face-to-face personal interview or site visit.
Most Positive Impact on the Community
Staff at BGL Group’s contact centres in Yorkshire, Sunderland and Peterborough are passionate about supporting national and international charities as well as good causes within their local communities. During 2016, £37,000 was donated across 45 good causes from local football teams and youth clubs to kennels and nursing homes. A further £33,000 was fundraised by the teams and a staggering 1,200 volunteering hours were used to make a difference in the community.
Webchat Team of the Year
The Webchat Team at BGL Group was formed just over 20 months ago and consists of 28 representatives, one coach and one ambassador. Giving customers the best possible service is BGL’s key priority, but the development of the Webchat Team has also been beneficial in terms of contact centre efficiency and improvements. The team has been involved in a number of successful trials, tests and product enhancements over the last 12 months.
Learning and Development Team of the Year
BGL’s Talent Development Team are responsible for building high-performing top talent by providing a wide range of development opportunities and programmes for all employees. Support for employees is delivered through apps, training days, knowledge tests, e-learning and workshops. Over the course of the year, BGL’s Talent Development Team have delivered over 7,000 induction hours, 4,000 upskilling hours and 500 hours of development training. Being a great place to work is a key goal for BGL Group, which aims to be in the top 20% of financial and tech companies. 225 people with less than 12 months’ tenure were surveyed about their development at BGL and 84 % agreed that their training and development has improved their performance at work, with staff engagement in July 2016 measuring 85% - a great result.
Nicola Sumner, Customer Operations Director, BGL Group commented: “I’m delighted that we’ve picked up three awards at the recent National Contact Centre Awards. It’s not easy to achieve this level of success and it’s testament to the team’s hard work and dedication over the last year. We’ve made some great improvements to our contact centres to continue providing an exceptional level of service for our customers and we’ve got lots more in the pipeline.”