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).
Over 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.
The 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 Category | Sponsor | WCCF 2016 Winner | Highly Commended |
|---|---|---|---|
| Support Person of the Year IT/MI/Facilities | Conduit | Kim Jenkins from Legal & General, Cardiff | |
| Support Person of the Year HR/Comms/Engagement | Aegis | Joint Winners: April Brown from RCN Direct, Cardiff and Hannah Benkwitz from Media Wales, Cardiff | |
| Trainer of the Year | WCCF | Carole Miller from Molson Coors, Cardiff | Tony Evans from Student Finance Wales, Llandudno |
| Sales Agent of the Year | T-Point | Joint Winners Hamed Redmore from Principality Building Society, Cardiff & Natalie Ford from HSBC Bank Plc, Swansea | |
| Customer Service Representative of the Year | Swift Credit Services | Sophie Davies from Wales & West Utilities, Newport | Leah May from Serco Companies House, Cardiff |
| Apprentice of the Year | Cardiff & Vale College | Rebecca Collins from The PS Group, Cardiff | |
| Team Leader of the Year | Legal & General | Stuart Hesketh from BT, Swansea | |
| Support Manager of the Year | Welsh Government | Mike Davies from EE, Merthyr | |
| Contact Centre Manager of the Year | Jobswales | Paul Morgan from Lloyds Banking Group, Newport | Saira Mackney from Barclays Home Solutions Direct, Cardiff |
| Senior Manager of the Year | Red Contact Centres | Ross Flanigan from Deloitte, Cardiff | |
| Industry Leader | Presented by Sharon Jones, Chair of WCCF | Carol Bogue Lloyd from Cardiff | |
| People Development | TSW Training | Lloyds Banking Group, Cardiff | |
| Support Team of the Year – IT/MI/Facilities | Unify | British Gas, Cardiff | |
| Support Team of the Year – HR/Comms/Resources | Chwarae Teg | Dwr Cymru (St Mellons) Cardiff,Newport | |
| Best Use of Technology | British Gas | Blackhorse Finance, Cardiff | |
| Customer Engagement | Premier CX | 118 118 Money, Cardiff | |
| Diverse Workplace | Centric Recruitment | Joint Winners: South Wales Police, Bridgend & Legal & General, Cardiff | |
| People Engagement | Moneypenny | Connect 2 Cardiff, Cardiff | Virgin Media, Swansea |
| Performance & Quality | Inspire Me | British Gas, Cardiff | |
| Outsource Contact Centre of the Year | Smart Solutions | Firstsource Solutions, Cardiff | Conduit, Cardiff |
| Small Contact Centre of the Year | Virgin Media | Sinclair Goup, Bridgend | |
| Contact Centre of the Year (Medium-Large) | Virgin Media | Gladiator, Swansea |
Additional Information
For additional information on the WCCF Awards 2016 visit their Website
