We’ve continued our streak of award success, taking home Silver for the ‘Employee Engagement Strategy of the Year’ and Bronze in the ‘Large Contact Centre of the Year’ category at this year’s UK National Contact Centre (UKCCF) Awards.
This comes following the news that we’ve also been shortlisted in this year’s European Contact Centre & Customer Service Awards (ECCCSAs) for both ‘Outsourced Contact Centre of the Year’ and ‘Most Effective Employee Engagement Approach’.
The UKCCF Awards celebrate best practice among UK contact centre providers – recognising those who deliver innovative, industry-leading service and foster outstanding team cultures.
Over the past 12 months, we’ve been able to increase average client CSAT scores to 84%, all while maintaining a customer effort score of 82%.
All of this has been achieved by blending the expertise and skills of our agents with cutting-edge technologies, including artificial intelligence and intelligent automation. Two fifths (40%) of all our interactions last year were handled by non-voice technology, including chatbots, and more than 450,000 transactions were supported by automation, cutting processing times by up to 95%.
Meanwhile, we’ve continued to see our employee engagement strategy – ‘Be 100% You Every Day’ – transform engagement levels from colleagues across our teams and our five UK locations.
The ‘100% You’ programme supports employees’ personal and career development, recognises their accomplishments, and ensures their voices are heard – both among their colleagues, and through direct engagement with our board members.
Through the initiative, employee representatives meet with our senior leadership team bi-monthly to discuss company strategy at ‘Big Debate’ sessions; all employees have the opportunity to turbocharge their careers and gain confidence in their professional development through our CEO Club; and are celebrated through our ‘Be 100% You Awards’ – which last year saw more than 300 colleagues commended for their achievements.
The results of the programme can be seen in the stellar results of our latest employee survey – 98% of our colleagues said Arvato was a great or friendly place to work.
David Morton, Sales & Solutions Director, Arvato CRM Solutions, said:
We’re at the cutting-edge of customer service – deploying bespoke mixes of advanced technologies, agents and consultants to help each and every one of our clients unlock efficiencies, and achieve truly outstanding quality of customer experience.
Being shortlisted for these awards is a testament to the strength of these solutions. But they’re also a recognition of the hard work, talent and commitment of our colleagues who design and deliver them, day-in, day-out, and the strength of the working culture we strive to develop.
Sally Neale, Chief Human Resources Officer, Arvato CRM Solutions, commented:
Ensuring employees feel happy, supported, empowered, and in control of their own professional development is central to delivering the type of culture that we strive for.
We’re so pleased to be named a finalist again and to take home Silver for our employee engagement programme. Nothing matters more to us than the wellbeing and success of our teams.
The winners of the UKCCF Awards were announced on 4th November. For more information about the awards, visit here. Congratulations to all of the winners and everyone who was shortlisted!
