The RAC has won the respected ‘Contact Centre of the Year’ award for the third time in a row.
Based in Bradley Stoke, Bristol, the contact centre handles hundreds of thousands of calls a year from members.
The awards, held at Delta Hotels by Marriott Bristol City Centre, recognises the hard work that has gone into providing RAC members with outstanding customer service.
Additionally, the RAC won an award for ‘Best Use of AI’ – a new category which recognises organisations that have implemented AI in a cutting-edge, practical, and responsible way to deliver improvements in customer outcomes, agent performance, operational efficiency, or commercial results.
The RAC is using AI as an insight and coaching tool to develop contact centre staff so that they can provide an even better customer experience.
The software, which is known as the Call Coach, reviews all customer conversations and suggests areas for improvement.
Consumer Division chief executive Andy Baker said:
“To win the ‘Contact Centre of the Year’ award three years in a row is a tremendous achievement.
“We’re also very proud to have won the AI award, a terrific result for our technology and Sales Ops teams who have worked incredibly hard to deliver the best service, learning to embrace new technology to improve efficiency and make sure our members are well looked after.”
√ The RAC also won an award for ‘Best Business Improvement Strategy’ for delivering sustained commercial improvement.
√ Team manager Maia Shermer won the ‘Coach of the Year’ award for demonstrating impact, skill and leadership.
√ Interim head of service, retention and renewals Rachel Webb was nominated for ‘Contact Centre Manager of the Year’ award for her exceptional team spirit, bringing people together to deliver the best results for customers.
These awards are recognised as the benchmark of excellence in the customer service sector in the South West and only those that demonstrate the highest level of contact centre performance are successful.
Jane Thomas, managing director of South West Contact Centre Forum, said:
“Congratulations must go to everyone at the RAC who has worked so hard to make the contact centre one of the best in the region. This is an outstanding achievement which only a few companies have achieved in the 18 years of the SWCCF Annual Awards.”
