The team behind merseyflow has been recognised at the “Oscars of the contact centre industry”.
emovis, picked up a gold award at the European Contact Centre and Customer Service Awards (ECCCSAs) for the UK at a spectacular ceremony in London this week.
The team beat tough competition from the likes of NatWest and Adobe to walk away with the gold award for Most Effective Improvement Initiative (Process & Technology) for its work on its auto renewal initiative for local users.
The automated Local User Discount Scheme renewal was launched earlier this year and has helped to significantly improve customer experience, quality of service and operational efficiency.
The company was also shortlisted in two other categories; Best Customer Service Team (Small) and Best Approach to Diversity, Equity, Inclusion and Belonging (DEIB).
Neil Conway, Chief Executive of merseyflow, said: “Our auto renewal initiative for local users was truly the product of our continuous improvement cycle and is a clear example that we always look to build on previous improvements to enhance the experience and service our customers receive.
“I’m incredibly proud of everyone who contributed to this success. Being shortlisted in three very different categories just goes to show how hard our teams work across our entire operations to make sure that all of our customers and staff have a great experience.”
Now in its 23rd 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.