2020 Awards Winners & Finalists - Quality & Improvement

Recognition for planning, insight, quality or other teams showing Progressive and sustained benefits in working practices/performance. By recognising those who are leading the way, we help raise standards in many types of customer operations, from digital channels, face-to-face service, back office and a mobile (field-based) workforce to contact centres or sales operations.

The Awards were presented on Friday 11th September 2020

Individual Awards

  • Manager of the Year: Kevin Richardson, William Hill

Team Awards

  • Team of the Year: Motability Operations
  • Team of the Year: npower

You can view the case studies and presentations for each finalist using the links below. Full citations for each winner are at the bottom of the page.

Recognise, acknowledge & celebrate

Quality & Customer Experience Teams

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How a new 5 lens approach has transformed training & quality

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How QA drives continuous improvement of processes in the back office

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Creating a culture of learning that delivers excellent customer service

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How coaching helps advisors develop and deliver for customers

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How knowledge management and communication supports customer experience

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Establishing a new operating & learning model in the supervision hub


Kevin Richardson at William Hill has transformed quality in their organisation. Simplifying the process, engaging at every level of the business, aligning to strategy and focussing on what matters is delivering massive improvements in customer experience. 

The npower Quality team transformed quality in their organisation. By understanding end to end customer journeys and delivering improvements that make these easier, they are delivering better customer service and a clear return on investment. 

The Communications and Quality Teams at Motability Operations, demonstrate how exceptional levels of quality and customer service can be sustained over many years - by focus and collaboration, truly putting customers and colleagues first. 

Would like some advice and guidance on our awards programme?

Download the Information Pack or discuss your options with us today: 0333 123 5960

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