2012 Winners & Case Studies


Seven organisations have gained prestigious innovation awards for outstanding initiatives that have put the customer at the heart of the solution to drive performance improvement.  The overall winner was DRL, with individual awards taken by BT Retail, Direct Line Group, Motability, nPower, Scottish Widows and Transform Sandwell.

Organised by the Professional Planning Forum, these sought-after awards celebrate and benchmark excellence in the industry. The year’s winners showcase innovations that integrate technology, process improvement and cultural change, to demonstrate an exciting level of creativity in a difficult time for investment and change. The awards were presented at our 12th conference in Blackpool on 24th April, where each talked about how they achieved their outstanding results. You can also hear them during our summer site visit programme and read their case studies.

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

Take a look at these articles, videos and links

Barclays Retail UK Banking Awards Case Study 2012:Analytics: reducing customer effort
Barclays Wealth Awards Case Study 2012: Global operations offer 24/7 opportunities
BT Retail Awards Case Study 2012: Social media as customer service
Camelot Group Awards Case Study 2012: Focus on what matters to the customer
Customer Strategy and Planning 2013 – Putting People First
DAS Awards Case Study 2012: Operational solutions drive profit margins
Direct Line Group Awards Case Study 2012: Transforming planning through people
DRL (Appliances Online) Case Study 2012: Voice of the Customer helps online sales
eircom Awards Case Study 2012: Resourcing flexibly in field operations
Farrow & Ball Awards Case Study 2012: Integrated service creates value & growth
KnowHow Case Study 2012: Homeworking and annualised hours
Motability Operations Awards Case Study 2012: Insight and collaboration transform service
npower Awards Case Study 2012: Insight and support transform performance
Office Depot Awards Case Study 2012: Creating a seamless IT infrastructure
Scottish Widows part of Lloyds Banking Group Awards Case Study 2012: Better conversations keep customers loyal
TalkTalk Awards Case Study 2012: Analytics supports sales compliance
Thames Water Awards Case Study 2012: Transforming the contribution of planning
Transform Sandwell Awards Case Study 2012: Being truly involved in your local community
UCAS Award Case Study 2012: Transforming planning, real time and MI
UK Asset Resolution Case Study 2012: Driving improvement through quality

DRL was presented with the overall 2012 Customer Contact Innovation Award for the highly successful innovation that made it easy for customers to buy appliances online, reducing contacts per order by a massive 29% through listening to customers and acting on this insight. They also won the Innovation Award for Customer Experience.

“What we do is engage customers before their purchase and after. It’s about making the journey more streamlined,” explained Andrew Kirkcaldy, Marketing Director for DRL. “Engagement is massive,” added David Atherton, Contact Centre Manager.

DRL (Appliances Online), implemented “Best Service is No Service” methodology, cutting cost to serve by 10% and raising customer satisfaction to new heights, with a fantastic 86% NPS. This joined up approach of sales and service gives them great agility and enables call handlers to understand the root cause of customer problems and fix them. An incredibly strong company culture is underpinned by key core values. Facebook, Twitter and YouTube are used to understand customer issues, resolve problems, celebrate success and establish a community. With an exceptional 98% “Deliver to Promise”, this organisation truly puts the customer at the heart of their operation.

“This is an exceptional achievement”
says Steve Woosey, Chief Executive of the Professional Planning Forum. “DRL have a culture where everybody is looking to improve the service that they offer to the customer and customers themselves have the opportunity to make suggestions through social media. What’s more they are fantastically innovative in resolving these issues. Any contact centre professional serious about delivering for the customer could learn something from this approach.”

The winners were selected by a team which included 17 experienced industry practitioners, many of them previous winners or finalists. Judges visited each of the 19 shortlisted organisations, and then assessed them against a strict set of criteria. “Every year judging visits exceed our expectations.  It is always exciting to see how the customer contact industry is developing so rapidly. Each year we see new innovations that challenge the way organisations work, with impact reaching well beyond the contact centre,” comments Paul Smedley, Chair and Founder of the Professional Planning Forum. 

Read The Secret life of a Planning Forum Judge in which Aaron Gourlay, Senior MI & Resource Analyst at Eurostar shares his experience as an Innovation Awards Judge.

Seven further awards recognised innovation in specific areas:

The Innovation award for Social Media Innovation was awarded to BT Retail. They grew social media traffic by 500%, fusing it into existing channels and reporting systems, to achieve the highest customer effort score for any communication channel.

The Innovation award for Resource Planning was won by Direct Line Group for transforming planning through people. Their continuous improvement methods drove change in the mindset and behaviours of the resource and planning team at Direct Line, transforming processes and saving cost.

The Innovation award for Service Transformation
was gained by Motability Operations, where insight and collaboration transformed service.  A focus on the customer helped support teams open new approaches to call analysis, forecasting and MI that managed volatile demand and raised satisfaction.

The Innovation award for Integrated Planning was secured by npower, who transformed performance and improved customer experience, by harnessing the power of planning, quality and MI and using insight from new sources like speech analytics.

The Innovation award for Customer Focus was presented to Scottish Widows. More and consistently better conversations, together with fundamentally improved resource planning, have kept customers loyal and increased customer retention value by 300%.

The Public Service Innovation award
was won by Transform Sandwell. They have demonstrated how going above and beyond traditional corporate social responsibility can play a major role in achieving business success and real efficiency. All employees participate in community activities and customer services trains and employs people from some of the borough’s most excluded communities.
 
The Customer Contact Innovation Awards were presented on 24th April at the Gala dinner at the close of Customer Contact Planning 2012 conference. A hugely successful conference with over 600 people in attendance for the conference and the gala awards dinner, we are delighted that it continues to be a key event in Contact Centre managers’ diaries.  

Planning Forum Heroes
The Planning Forum Hero awards are now in their 3rd year. Five more outstanding contact centre planning professionals have been chosen to join the small, elite but growing band of Heroes. These individual awards recognise the exceptional personal contribution they have made in developing the contribution of planning within their own organisations and developing best practice and professionalism in the wider industry.

The 2012 Heroes are:

Peter Doak, Resource Planner at Concentrix, Customer contact is evolving.  It is no longer about inbound calls.  It almost seems as if there is a new channel available every month.  Peter has grasped these new opportunities and helps industry peers understand what this can mean for their business.  He is also a social media advocate in his personal and business life – someone who has helped many Planning Forum members (and others) in the past year.

Tim McKeegan, Performance Manager at Belron UK, who has worked in contact centres since the age of 17, starting out like many as an agent, then team leader, resource planner and now planning manager. He has shown in all these roles a commitment to people, a drive for improvement and an enthusiasm for innovation.  His understanding of the customer’s needs has driven him and his team forward. He is also always available to help other planning professionals and is someone who has raised thousands for charity.

Anita Yandell-Jones, Performance Manager at DAS, a planning professional for many years, has developed a team of people that are delivering real benefit to their business. She is the driving force behind their innovation and a real advocate of the role professional planning and support can have within a business.

Tracy Johnson, Operational Planning Lead Retail Sales and Service at RSA
, has been involved in the innovation awards as both a winner and a judge. She has driven the planning agenda in every organisation she has worked for, taking ideas away from events and shaping them to deliver tangible benefits for her own organisation. She is an advocate of professional development, with a real understanding of the skills needed to deliver world class planning.

Julie Warne, Head of Reservations at Carnival UK,
who uniquely, amongst our heroes, is not actually in a planning role. Julie has been an advocate of professional planning in her own organisation and across the wider industry, for many years, re-enforcing the belief with her operational peers, that planning is critical to the success of any contact centre.

Previous winners in 2011 were Gerry Chambers, Forecasting Manager at The Student Loans Company, SU-ann Pauline, Resource and Planning Manager Aegon Scottish Equitable, Paul Milloy, Head of Resource and Planning British Gas Services, Debbie Grundy, Capacity Planning Manager in the DLA, part of the Department of Work and Pensions, David Hingley, Head of Performance Insight at Shop Direct.

2010 winners were Phil Anderson, Resource and Planning Manager at Gold Medal Travel, Adrian Hawes, Resource Optimisation Manager at Aviva, Aaron Gourlay, Senior MI and Resource Analyst at Eurostar and Nick Lane, Director of Strategy and Planning at Orange UK.

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

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Take a look at these articles, videos and links
Barclays Retail UK Banking Awards Case Study 2012:Analytics: reducing customer effort
Barclays Wealth Awards Case Study 2012: Global operations offer 24/7 opportunities
BT Retail Awards Case Study 2012: Social media as customer service
Camelot Group Awards Case Study 2012: Focus on what matters to the customer
Customer Strategy and Planning 2013 – Putting People First
DAS Awards Case Study 2012: Operational solutions drive profit margins
Direct Line Group Awards Case Study 2012: Transforming planning through people
DRL (Appliances Online) Case Study 2012: Voice of the Customer helps online sales
eircom Awards Case Study 2012: Resourcing flexibly in field operations
Farrow & Ball Awards Case Study 2012: Integrated service creates value & growth
KnowHow Case Study 2012: Homeworking and annualised hours
Motability Operations Awards Case Study 2012: Insight and collaboration transform service
npower Awards Case Study 2012: Insight and support transform performance
Office Depot Awards Case Study 2012: Creating a seamless IT infrastructure
Scottish Widows part of Lloyds Banking Group Awards Case Study 2012: Better conversations keep customers loyal
TalkTalk Awards Case Study 2012: Analytics supports sales compliance
Thames Water Awards Case Study 2012: Transforming the contribution of planning
Transform Sandwell Awards Case Study 2012: Being truly involved in your local community
UCAS Award Case Study 2012: Transforming planning, real time and MI
UK Asset Resolution Case Study 2012: Driving improvement through quality


 

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