Our shared services centre in Swansea has been named as a finalist in the 2019 Welsh Contact Centre Awards, following a number of new client wins and achieving industry-leading technology accreditations over the last 12 months.
The awards, which will take place at the Wales Millennium Centre in Cardiff on 8th March next year, recognise the achievements of organisations and individuals across the Welsh contact centre and shared services industry.
The business, which has been shortlisted in the ‘Shared Service Centre of the Year’ category, recently secured a new contract with the East West Railway Company to deliver the firm’s back-office services and onboarded the Driver and Vehicles Standards Agency (DVSA), migrating 4000 users onto the centre’s standardised platform.
The Sandringham Park facility has also been accredited by software vendor SAP as a certified provider of Application Managed Services (AMS), becoming only the second organisation in the UK to receive the certification. This sees the business join an elite club of just 300 SAP-certified firms globally which deliver a full range of SAP AMS services, from managing testing and development support, to delivering blended implementations and infrastructure hosting.
These achievements build on the success of the centre over the past five years, which have seen the 210-strong team resolve 749,000 customer enquiries, provide 1.3 million payslips and achieve a customer satisfaction rating of above 98 per cent.
Matthew Copp, Director of Operations, CRM Solutions, Arvato UK & Ireland, said: “Our business in Swansea continues to grow from strength to strength and this nomination highlights the excellent results that the team has delivered for our clients over the last 12 months.
“By standardising back-office processes and introducing new technology such as robotic process automation, our proven shared services platform and industry-leading expertise is enabling our partners to achieve significant new efficiencies, while enabling their employees to devote more time to their core responsibilities.”
For more information on the awards please click here