Insights

Meet the Stars at Santander’s Operations Division

North East Contact Centre Awards 2016 Winners of ‘Customer Experience Champion’ and ‘People Development Heroes’. How do you identify an award winning entry to the North East Contact Centre Awards? Julie Mordue, Client Relationship Manager at NRG spoke to Louise Carter, Business Manager at Santander’s Operations Division to find out. Established in the UK in […]

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Meet the Stars – BGL Group ‘Contact Centre of the Year over 250 seats’

In this blog we take a close look at BGL Group’s contact centre in Sunderland and speak to Head of Site, Mark Brannen and Contact Centre Manager, Brian Bailey about what it takes to make it as an award winning contact centre. Formerly known as Fusion, BGL Customer Services started their relationship with the North […]

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What do the judges look for in an award winning nomination?

As a judge for the North East, UK and European Contact Centre & Customer Service Awards, I meet amazing people and hear fantastic examples of the great work that happens behind the scenes in the contact centre industry. The judges are looking for the stars who are truly adding value to their people, their customers, […]

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Meet the Stars – Winners of NECCA’s ‘Dream Team’ 2016

AXA Direct, part of the AXA Group has 500 staff split across two sites in Teesside. The North East Contact Centre Awards is something their contact centre team looks forward to every year, entering four to five categories historically and rewarding high performers by inviting them to the gala dinner. AXA have entered the Dream […]

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Meet the Stars – behind Home Group’s award winning contact centre

Once you pass the shiny glass cabinet in reception which is brimming with certificates and trophies, the first thing you see when you enter the contact centre floor is the wall emblazoned ‘Welcome to Home Group’s Award Winning Customer Contact Centre’. There is no doubting how proud everyone at Home Group feels about their achievements […]

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Meet the Stars – Dawn Mordey of Sky and Winner of NECCA ‘Inspirational Leader’ 2016

What makes an award winning contact centre leader?...Julie Mordue, client relationship manager at NRG went to visit Dawn Mordey in Sky Newcastle, Winner of last year’s North East Contact Centre Awards ‘Inspirational Leader’ to find out. Dawn’s contact centre career started in 2000 as a frontline customer service advisor, which at the time was viewed […]

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Meet the Stars – George Udale, of Utilitywise & Winner of NECCA ‘Sales Star’ 2016

Julie Mordue, Client Relationship Manager, NRG caught up with last year’s North East Contact Centre Awards ‘Sales Star’ George Udale and line manager Linzi Potts to find out what it was like to be crowned a winner. 18 months into his career with Utilitywise, George achieved 380% of his annual sales target prompting his peers […]

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National Living Wage – Employers encouraged to prepare now

Businesses should be preparing to adjust their pay rates and salary bandings to accommodate this legislation in time for 1 April 2016. Research suggests that...

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New Release – North East Contact Centre Salary Survey 2015

30 contact centres within the region have contributed to our research and we are pleased to release results from the North East Contact Centre Salary Survey 2015.

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