The team behind merseyflow has been recognised with two prestigious awards at the “Oscars of the contact centre industry”.
Merseyflow’s parent company, emovis, picked up the two awards at the European Contact Centre and Customer Service Awards (ECCCSAs) for the UK at a spectacular ceremony in London this week. The awards were presented by Fiona Bruce and Linford Christie OBE.
The team beat tough competition from the likes of Vodafone, DHL, Barclaycard, M&S and many other quality brands to walk away with a Gold for Most Effective Improvement Initiative for the development and delivery of its Smart Enforcement product, and Bronze for Best Supporting Team for its HR Team.
Emovis’s smart enforcement product, which was developed at the end of 2021, has already demonstrated a track record in delivering success for local authorities and government agencies in the UK and around the world.
It introduces ‘intelligence’ at various stages of the enforcement process, using data gathered from various sources through-out the life of an enforcement case, and using that knowledge to make more effective enforcement decisions.
The results for emovis clients have been significant, with enforcement revenue increasing by up to 10%, whilst the costs of servicing the enforcement process have reduced. This has delivered a multi-million pound annual benefit to the clients of emovis.
The company was also shortlisted in the Most Effective Employee Engagement Approach and Best Approach to Diversity & Inclusion categories.
Neil Conway, Chief Executive of merseyflow, said: “I’m incredibly proud of everyone who contributed to this success. It was a real team effort from everyone involved and in the judges’ words “it was continuous improvement at its finest”. It’s important to us that every client – large or small – receives the same high-quality, award-winning standard of service. Congratulations to the whole team who made this possible!
Now in its 22nd year, the prestigious ECCCS Awards attracts thousands of entries across Europe and is the longest running awards ceremony in the customer contact industry. The awards recognise organisations that value their people, continually innovate to improve the customer experience and operate efficiently and effectively.