Community Awards

Innovation Awards

2017 Finalists

Click below to read case studies for previous winners and finalists

  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • Affinion International
  • Co-Operative Banking Group
  • Direct Line Group
  • EE
  • Geoban (Santander Group)
  • Ingeus
  • InterCall
  • NE Ambulance Service
  • RBS
  • Red Funnel Ferries
  • RSA
  • RS Components
  • 2014 Innovation Awards Winners and Case Studies


    Seven organisations won prestigious innovation awards for outstanding initiatives that are making innovative customer contact organisations great places to work and transforming the experience of customers.
     
    The overall winner was Arise Virtual Solutions, with individual awards taken by Santander, Webhelp UK, UPC, Capital One, LV= and Neopost.

    Organised by the Professional Planning Forum, these sought-after awards celebrate and benchmark excellence in the industry. The winners showcase innovations that deliver demonstrable improvements to their customers and employees. The awards were presented at the Planning Forum's 14th conference in Brighton on 29th April, where each talked about how they achieved their outstanding results. You can also see them and learn more during our best practice site visit programme this summer. 

    Find out more about the awards and how to enter the awards.

    Choose from the list of award finalists below, to read the relevant case study and site visit agenda and report.

    Take a look at these articles, videos and links
    Arise Awards Case Study and Site Visit 2014: High performance homeworking at scale
    Aviva UK Healthcare Awards Case Study and Site Visit 2014: Continual learning: People build success
    Capital One Awards Case Study and Site Visit 2014: Let's Make Lives Better: People build success
    City Park Technologies Awards Case Study and Site Visit 2014: Speech analytics improves risk & quality
    Echo Managed Services Awards Case Study 2014: Campaign planning for RAF recruitment events
    Editor's Choice June/July 2014
    Experian Awards Case Study and Site Visit 2014: How Quality Assurance delivers for customers
    Home Retail Group Awards Case Study and Site Visit 2014: Freeing colleagues to respond to customer
    IFDS Awards Case Study and Site Visit 2014: Planning makes the difference in the back office
    InterCall Awards Case Study and Site Visit 2014: Making the difference in the business
    LV= Awards Case Study and Site Visit 2014: Planning to be Britain's best loved insurer
    Neopost Awards Case Study and Site Visit 2014 – Simple and Creative: applying speech Analytics
    Santander Awards Case Study and Site Visit 2014: Easy & immediate: Making calls visual
    TalkTalk Awards Case Study and Site Visit 2014: Natural Language IVR drives customer insight
    Three Awards Case Study and Site Visit 2014: IVR Demand Management and effective resourcing
    UPC Awards Case Study and Site Visit 2014: Planning end to end: unleashing potential
    Webhelp UK Awards Case Study and Site Visit 2014: How insight creates agility & builds trust
    WorldPay Awards Case Study and Site Visit 2014: SHINE lifts engagement, quality & customer focus


    Arise Virtual Solutions gained the overall Innovation of the Year Award for achieving high performance homeworking at scale. Their modern resourcing model motivates people to work flexible schedules, which in turn helps clients to resource rapidly to manage volatility, deliver quality and gain 20-30% efficiency savings.  They were also presented with the Innovation Award for Agility and Empowerment.
     
    “Agents are running their own businesses, it’s a different mind-set. The key is that they hit the metrics and hit them consistently” explains Kier Greenwood, Client Results Director EMEA, Arise. Steve Woosey, Chief Executive of the Professional Planning Forum, continues, “Arise stood out for the way they re-thought what it means to work in a customer contact centre today. They have provided real choice and accountability and at the front-line, people, planning, communication and technology have come together to break the mould.”
     
    The winners were selected by a team which included 19 experienced industry practitioners, many of them previous winners or finalists. Judges visited each of the 17 shortlisted organisations, and then assessed them against a strict set of criteria.
     
    "Every year judging visits exceed our expectations and amaze our external judges", says Paul Smedley, Chair and Founder of the Professional Planning Forum. "It is exciting to see how customer operations are developing and it is clearer than ever to see how it is our people who build success. Our conference theme this year, reinforced what we saw at all our visits to finalists; that our collective success is achieved through our people, understanding the part they play, developing the skills required and creating an environment of innovation.”
     
    Six further awards recognised innovation in specific areas:
     
    The Innovation Award for Digital Customer Solutions was awarded to Santander, who use screen sharing technology to replicate the branch experience on sales calls, raising customer satisfaction to 97%, cutting credit card fulfilment times 75% and lifting revenue 17%.
     
    The Innovation Award for Interactive Intelligence was won by Webhelp UK, whose Insight programme has scientifically brought data and people together to drive continuous improvement, delivering quantifiable benefits to both customer and client.
     
    The Innovation Award for Enterprise Planning was gained by UPC,  where planning was empowered to lead operational delivery, as part of an enterprise-wide collaboration, managing sales 83% above budget, with call rates 30% below.  
     
    Capital One, who swept away the Innovation Award for Engagement, proved the value of fully engaging people – on shore and off shore – in building trust with customers and raising net profit 45% above target.
     
    The Innovation Award for Strategic Collaboration was presented to LV=. Their transformational planning approach has removed workplace siloes, engaged staff and delivered remarkable customer service, while saving the business £1.1 million.
     
    Lastly, Neopost was awarded the Innovation Award for Insight for their imaginative and pragmatic approach to using speech analytics to focus the delivery of improvements for both colleagues and customer in their 150-seat centre.
     
    Planning Forum Hero Awards
    Planning Forum Hero awards were presented to five outstanding customer contact professionals, recognising their exceptional personal contribution in developing the role of planning, analysis or quality. They join our growing ranks of heroes, reflecting excellence at all levels in our profession.
     
    The 2014 Heroes are:
    • Catherine Kellett, Operations and Planning Manager, The White Company
    • Garth Harriman, Speech Analyst, Neopost
    • Rachel Jones, Resource Planning Manager, Worldpay
    • Adiba Ghauri, MI & Resource Analyst/ Training Officer, Harrow Council
    • Steve Pink, Head of Operational Performance, LV=

    Read the full citations here.

    print
    Take a look at these articles, videos and links
    Arise Awards Case Study and Site Visit 2014: High performance homeworking at scale
    Aviva UK Healthcare Awards Case Study and Site Visit 2014: Continual learning: People build success
    Capital One Awards Case Study and Site Visit 2014: Let's Make Lives Better: People build success
    City Park Technologies Awards Case Study and Site Visit 2014: Speech analytics improves risk & quality
    Echo Managed Services Awards Case Study 2014: Campaign planning for RAF recruitment events
    Editor's Choice June/July 2014
    Experian Awards Case Study and Site Visit 2014: How Quality Assurance delivers for customers
    Home Retail Group Awards Case Study and Site Visit 2014: Freeing colleagues to respond to customer
    IFDS Awards Case Study and Site Visit 2014: Planning makes the difference in the back office
    InterCall Awards Case Study and Site Visit 2014: Making the difference in the business
    LV= Awards Case Study and Site Visit 2014: Planning to be Britain's best loved insurer
    Neopost Awards Case Study and Site Visit 2014 – Simple and Creative: applying speech Analytics
    Santander Awards Case Study and Site Visit 2014: Easy & immediate: Making calls visual
    TalkTalk Awards Case Study and Site Visit 2014: Natural Language IVR drives customer insight
    Three Awards Case Study and Site Visit 2014: IVR Demand Management and effective resourcing
    UPC Awards Case Study and Site Visit 2014: Planning end to end: unleashing potential
    Webhelp UK Awards Case Study and Site Visit 2014: How insight creates agility & builds trust
    WorldPay Awards Case Study and Site Visit 2014: SHINE lifts engagement, quality & customer focus


     

    2016 Innovation Award Winners

    #
    #
    #
    #
    #
    #
    #
    #
    #
    (c) Professional Forums Ltd 2000-2017