Lisbon, 03 July, 2014 -- HGS successfully defended its ‘Best Contact Center’ title at the 2014 EMEA finals (Europe, Middle East and Africa) of the Contact Center World Awards. HGS’ Centre of Excellence for Customer Retention in Preston, UK, retained its tittle for delivering exceptional customer service while driving agent performance through transformational programs. The Preston centre having grown in size in the last year, participated in the ‘Large Contact Center of the Year’ category.
Top Ranking Performers in the Contact Center World – Best in World, met, shared ideas and the best were voted for by judges at this event hosted by ContactCenterWorld – The Global Association for Contact Center Best Practices & Networking. Contact Center World is a global organisation that recognises and rewards best practice in customer service throughout the world.
HGS Preston manages a highly successful customer retention campaign for British telecom provider, TalkTalk. Receiving the award at the presentation ceremony in Lisbon, Portugal, Les Blacker –Director for Operations, HGS Europe commented, "We are extremely thrilled to have won this award for the second consecutive year now. This win is testament to the strength of our retention program which is transforming TalkTalk’s customer service proposition. It is also further proof of the soundness of our employee engagement strategy, which is boosting productivity and creating top line impact for our business."
HGS has been handling customer retention activities for TalkTalk since 2009. In 2012, the partnership achieved a milestone when HGS took over the operation of TalkTalk’s Preston-based contact centre, seeking to create a Centre of Excellence for customer retention. Today, its team of over 300 agents are delivering extremely high retention rates for TalkTalk, while attracting new customers to its broadband and TV services.
Commenting on the win Simon Eve, Retention Manager at TalkTalk congratulated the Preston team, "This is a great win for an outstanding team which has been delivering benefits for TalkTalk and its customers since 2009. Over the years, HGS has offered us invaluable support in better understanding our customer base through their innovative approach to problem solving, which places our customers at the centre of every activity."
You and your company can learn from industry leaders on how to increase performance and productivity, avoid HR challenges, improve customer service and much more. Don't miss out on this amazing learning and networking opportunity! Visit www.ContactCenterWorld.com/conferences for conferences. For more information on how you can take part in this prestigious and sought after awards program for the best of the best in the industry visit www.ContactCenterWorld.com/worldawards
Date Posted: Monday, July 7, 2014
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