Our team and shared service centre in Swansea have been shortlisted for four Welsh Contact Centre Awards, following high performance, securing a significant contract extension and achieving industry-leading technology accreditations in 2019.
The awards, which will take place at the Wales Millennium Centre in Cardiff on 20th March 2020, are attended by over 700 industry professionals. They reward the hard work and commitment of companies and individuals across the Welsh contact centre and shared services space.
Arvato has been shortlisted for four categories, with Rattawan Meesuwan nominated for the Apprentice of the Year award and our Payroll Team in the running for the Support Team of the Year award. Our Customer Contact and Service Support Team are also finalists for the Outsourced Contact Centre of the Year; while our overall shared service centre in Swansea is being recognised in the Shared Service Centre of the Year category.
The centre, which is based at Sandringham Park provides a shared services solution for the Department for Transport (DfT) and its executive agencies. Our work has helped to transform the department’s HR, payroll, finance and procurement operations, providing fully standardised back-office services for 19,000 civil servants that are effective, efficient and allow our clients to drive forwards core departmental objectives.
This year Arvato successfully secured a three-year multi-agency contract extension from the Department for Transport (DfT) as their SAP implementation partner, which will see us continue to support the department to develop and transform back-office cloud solutions in line with the Government’s Future of Shared Service (FOSS) strategy. As part of this, we will be transferring the department’s two existing ERP systems to a cloud-hosted technology platform, in partnership with cloud services company Mobilise.
As well as helping fulfil the government’s ‘Cloud First’ policy, the new infrastructure has reduced the cost of ongoing rack management by 45 per cent and eliminated the need for a ‘technical refresh’ of the department’s physical infrastructure. Overall, this will deliver a multi-million-pound saving over four years.
These achievements build on the success of the centre over the last 12 months, which have seen the 220-strong team resolve 90,000 customer enquiries, accurately manage 50,000 invoices worth £20 billion, and achieve a customer satisfaction rating of above 94 per cent.
Mathew Copp, Director of Operations – Central Government, Arvato CRM Solutions UK, said: “Our business in Swansea has delivered some fantastic results for our central government clients over the last 12 months. These nominations highlight the hard work and commitment of all of the teams and individuals at our shared services centre, which we will continue to build on going into 2020.”
Arvato will also be sponsoring the Business Improvement Strategy award, a new category for 2020, which recognises how organisations have created an improvement strategy for their people, processes or systems.