National Quality & Customer Experience Awards

See the winners present at the National Quality & Customer Experience Awards on 29th November in Warwickshire

These prestigious awards, showcase excellence in the vital customer contact support function of Quality. Of key importance to the success of these awards, is the unique way that the judging process works at a Best Practice Finalist Day set aside for the purpose. Not only do a wide range of external judges influence the results, but each nomination is peer assessed by other finalists in their category. Winners are announced at the prestigious Gala Awards Dinner and they or their managers and colleagues, will share their story at the National Quality & Customer Experience Conference to be held in November, making these awards a vital part of the annual calendar of learning and best practice.

“So many of our member organisations are achieving success and delivering breakthrough performance and it is these teams, these individuals who are playing a crucial role in making this happen,” Nicola Callan, Head of Engagement & Learning explains. “These awards recognise and celebrate all of our finalists and winners and they in turn inspire others – all the while raising standards in customer operations.”

During the Gala Dinner, we celebrate the achievement of these professionals and present award winners with their trophies. Our fabulous black-tie event includes lively entertainment, music and dancing into the early hours. Inspiring, specialist and professional, this is a fantastic evening to network and enjoy.

Winners of the 2017 Quality & Customer Experience Awards

Eight individuals and teams were recognised for being outstanding role models for their professional communities. These prestigious awards, showcase excellence in the vital customer contact support functions of Quality & Customer Experience.

Award Winners:

  • RS Components, Team of the Year

    This new team has already gained recognition from the Managing Director as a USP when selling the company’s services, by enabling exceptional customer satisfaction results. They are focussed and empowered as individual professionals – some of them individual award winners tonight!  They’ve built a new quality assurance and coaching feedback framework, issue resolution tools and a Continuous Improvement cycle. And they’ve got more to come

  • AXA Direct & Partnerships, Team of the Year

    Using their company mission statement as a springboard, AXA has re-invented how Quality is perceived and delivered in their organisation. They redesigned targets, automated quality scoring and built a ‘best in class’ career progression model, releasing potential in teams across the contact centre. These initiatives created the hugely positive feedback their team now receives.

  • Students Loans, Project of the Year

    This Quality team transformed an approach that had become outdated, driving the wrong behaviours. Engaging with Forum members, customers and colleagues, then utilising best practice ‘test and learn’ methods, this project has provided significant improvements in C-Sat and positive advisor recollection.

  • L&G, Continuous Improvement

    This team gives focus to customer experience improvement in their business. They gather and align data, pinpoint drivers of dissatisfaction and manage a robust ‘feedback loop’. As a result, they’ve demonstrated powerful improvement in Net Ease, C-Sat, NPS and internal advisor knowledge scores. What’s more, the business is now looking to extend this approach in other areas.

  • Kirsty Ringer, BC&E, Manager of the Year 
    Kirsty is determined to deliver great service - developing new approaches to ensure end to end continual improvement, driving best practice and presenting a thorough understanding of their vision that has helped sell their ideas to senior management and front-line advisors alike. Living their values and keeping it real.
  • Clare Kettle, RS Components, Coach of the Year
    Clare embodies commitment to customer experience excellence and is an ambassador recognised across their business for their passion. This creative and inspiring individual has repeatedly demonstrated an ability to find fresh new ways of helping others understand customer needs and how to meet them.
  • Tom Cleaver, Policy Expert, Rising Star

    With this year’s Rising Star award, we are recognising a professional who is a newcomer to the community. Their passion and desire to get stuck in and embody the values of their customer experience vision has lead their colleagues to view them as THE driving force for better customer outcomes.”

  • Tim Battye, Student Loans, Hero Award

    Tim is recognised a professional who has helped building up our professional community – active in the annual Challenge, supporting other members – and taken brave steps with direct customer forums, scrapping the established quality model and re-building from scratch to deliver a breakthrough in customer experience.

During the awards presentation evening, we celebrate the achievement of professionals, inspire future success and present award winners with their trophies. Our fabulous black-tie event includes entertainment, music and dancing into the early hours. Inspiring, specialist and professional, this is a fantastic evening to network and enjoy. 

Why don’t you register your interest now for next year’s Awards in the form on the right hand side of this page.

About the Awards

As you would expect from The Forum’s reputation, the standard of these Quality & Customer Experience Awards is sustained by rigorous assessment that involves members, finalists and experts. 

Shortlisted nominations present at our Finalists’ Day which offers insight from networking & peer review. Winners are announced at the prestigious Gala Awards Dinner and they or their managers and colleagues, will share their story at the National Quality & Customer Experience Conference to be held in November, making these awards a vital part of the annual calendar of learning and best practice.

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2017 Winners

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