BGL Customer Services named best in Europe
BGL Customer Services is celebrating today after picking up the Gold award for Large Contact Centre of the Year at the European Contact Centre and Customer Service Awards held in Battersea, London, on Tuesday 28 November.
BGL Group, a leading digital distributor of insurance and household financial products, has more than 8.5 million customers and operates its customer service division across three sites in Sunderland, Wakefield and Peterborough. BGL employs more than 1,300 people across its contact centres, all of whom are trained and equipped with the skills to put the customer’s best interests at the heart of every decision. This award celebrates the Group’s vision for its contact centres, the quality of the customer service offered, and the developments which have been made over the last 12 months to keep BGL Customer Services at the forefront of contact centre technology.
The team also collected a Silver award for Best Omni-Channel Experience. BGL Customer Services has developed and piloted a wide range of digital customer engagement channels and technologies, deploying a multi-channel service strategy for its customers including telephone, web chat and a new Virtual Assistant, which uses artificial intelligence to provide answers to frequently asked questions. These improvements have revolutionised the way customers interact with the business, and have seen Net Promoter Scores (a measure of how happy our customers are) increase from 25.2 to 33.3 over a 12-month period.
The European Contact Centre and Customer Service Awards are the largest and longest-running awards in the contact centre industry and receive entries from contact centres across Europe. This year’s awards, held at Battersea Park Evolution on Tuesday 28 November, saw BGL pitted against companies from Belgium, Bulgaria, Germany, France, Greece, Hungary, Ireland, Netherlands, Russia, Spain, Turkey and Ukraine, as well as other leading UK companies. All of the nominees go through a comprehensive judging process, including a face-to-face personal interview or site visit.
Nicola Sumner, Customer Operations Director, BGL Group, commented: “I’m thrilled that our contact centres have been recognised as the best in Europe. Our success is a result of the whole BGL Customer Services team’s ongoing hard work and their dedication to creating an excellent customer experience.
“The judges recognised the energy we have put in to constantly evolving and improving our customer journeys. We’ve made significant progress over the last year, and in the months and years to come we’ll continue to focus on making a difference for our customers.”