Ipswich-based staff at UK Power Networks are celebrating two European Customer Service awards this week.
A top class Ipswich-based customer service team is celebrating a run of award wins, the latest of which has seen them voted the best in Europe.
UK Power Networks triumphed at the European Contact Centre and Customer Service Awards (ECCCSA) in London this week, beating many household names to win the Large Contact Centre of the year category, plus the silver award for most effective management of peak demand in partnership with Content Guru.
These are considered the ‘Oscars’ of the call centre industry, attended by 1,200 people from 32 different countries.
The ECCCSA judges said: “Every day 20 million people rely on UK Power Networks’ contact centre for support when power cables are damaged and disruptions occur. They have generated a world-class service culture in which their customers feel heard, empowered and valued.
“The judges loved the total alignment between colleagues and the rest of the business, especially frontline teams and senior management. They loved this inspiring, passionate, engaged team and their desire to keep pushing themselves to deliver a constantly improving customer experience.”
UK Power Networks is rated 9/10 by customers even when they have experienced a power cut, and earlier this month it won won Large Contact Centre of the Year, and also picked up awards for Best Customer Experience and Employee Engagement Strategy from the UK Contact Centre Forum (UKCCF).
This all comes after the Institute of Customer Service recently named UK Power Networks top customer service provider in the UK. The success rewards a fantastic team of 325 staff based in Suffolk who answer calls 24/7 for 365 days of the year, to help people who have power issues.
Alex Williams, head of UK Power Networks’ contact centre said: “It has been fantastic to win so many awards in quick succession including some top accolades. It shows what a dedicated team we have continually striving to give their best to every customer who rings in or contacts us online.
“Our core objectives are to ensure our employees feel valued, that our approach to customer service is data-driven, and that our customers experience excellent service every time.”
Trevor Butterworth, founder of UKCCF, which has a membership of 280 companies, said: “It was very hard for the judges to decide as standards were very high and there was a lot of competition. UK Power Networks impressed the judges with their passion, commitment and enthusiasm as a team.”