Welsh Contact Centre Industry Stars Crowned

Welsh contact centre industry stars crowned by Jimmy Carr – Top performers in Wales’ £650m contact centre industry have been honoured at an awards ceremony at the Wales Millennium Centre hosted by comedian Jimmy Carr (Thursday 3rd March).

wccf.awards.1.feb.2016Over 700 guests attended the prestigious Welsh Contact Centre Awards which saw organisations and individuals recognised for their outstanding contribution to the sector. Thousands of people are employed in over 200 hundred contact centres in towns and cities across Wales and contribute £650m to the economy.

The annual awards event – organised by the Welsh Contact Centre Forum – celebrates individuals and companies for their contribution to Wales’ contact centre industry over the last twelve months.

Over the past year, the Forum has been growing its role and has helped even more business and individuals working in contact centres across Wales to reach their full potential in the industry. In the last 12 months alone it has launched the Welsh Financial Services Graduate programme to develop a rich talent pool for some of Wales’ most respected companies, and helped organise AgentFest – the first event in Europe dedicated to celebrating contact centre agents.

wccf.awards.2.feb.2016The event rewarded winners and highly commended entrants in 22 categories, with Sinclair Group from Bridgend scooping an award for Small Contact Centre of the Year and Gladiator in Swansea taking the title for Medium/Large Contact Centre of the Year.

Sandra Busby, managing director of the Welsh Contact Centre Forum, said:

“The contact centre industry is made up thousands of hard-working individuals who come together to make diligent, vibrant teams with a real sense of community.

“The sector is enormously important to the Welsh economy and contributes a huge amount both financially and socially to communities throughout Wales. So it’s a real pleasure to play a part in recognising the excellent work that goes into call centres across the nation. All our winners should be very proud of themselves.”

UK commercial manager at Centric Recruitment and a former double award-winner at the Contact Centre awards, Kelly-Anne Ralph said:

“Contact centres are one of Wales’ major employers and the sector is a key driver of employment and training in the country. The Contact Centre awards are a fantastic event which give credit to the best of the best and the winners should be incredibly proud of themselves.

Centric Recruitment are proud to be a part of recognising the hard work and dedication of the people who are helping drive the industry forwards.”

WCCF Award CategorySponsorWCCF 2016 WinnerHighly Commended
Support Person of the Year IT/MI/FacilitiesConduitKim Jenkins from Legal & General, Cardiff
Support Person of the Year HR/Comms/EngagementAegisJoint Winners:
April Brown from RCN Direct, Cardiff and Hannah Benkwitz from Media Wales, Cardiff
Trainer of the Year

WCCFCarole Miller from Molson Coors, CardiffTony Evans from Student Finance Wales, Llandudno
Sales Agent of the Year

T-PointJoint Winners
Hamed Redmore from Principality Building Society, Cardiff & Natalie Ford from HSBC Bank Plc, Swansea
Customer Service Representative of the Year
Swift Credit ServicesSophie Davies from Wales & West Utilities, NewportLeah May from Serco Companies House, Cardiff
Apprentice of the Year
Cardiff & Vale CollegeRebecca Collins from The PS Group, Cardiff
Team Leader of the YearLegal & GeneralStuart Hesketh from BT, Swansea
Support Manager of the Year

Welsh GovernmentMike Davies from EE, Merthyr
Contact Centre Manager of the YearJobswalesPaul Morgan from Lloyds Banking Group, NewportSaira Mackney from Barclays Home Solutions Direct, Cardiff
Senior Manager of the Year

Red Contact CentresRoss Flanigan from Deloitte, Cardiff
Industry LeaderPresented by Sharon Jones, Chair of WCCFCarol Bogue Lloyd from Cardiff
People Development

TSW TrainingLloyds Banking Group, Cardiff
Support Team of the Year – IT/MI/Facilities
British Gas, Cardiff
Support Team of the Year – HR/Comms/Resources

Chwarae TegDwr Cymru (St Mellons) Cardiff,Newport
Best Use of TechnologyBritish GasBlackhorse Finance, Cardiff
Customer EngagementPremier CX
118 118 Money, Cardiff
Diverse Workplace

Centric RecruitmentJoint Winners: South Wales Police, Bridgend & Legal & General, Cardiff
People EngagementMoneypenny
Connect 2 Cardiff, CardiffVirgin Media, Swansea
Performance & Quality

Inspire MeBritish Gas, Cardiff
Outsource Contact Centre of the Year

Smart SolutionsFirstsource Solutions, CardiffConduit, Cardiff
Small Contact Centre of the Year
Virgin MediaSinclair Goup, Bridgend
Contact Centre of the Year (Medium-Large)Virgin MediaGladiator, Swansea

Additional Information

For additional information on the WCCF Awards 2016 visit their Website

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