In this insight article 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 East Contact Centre Awards over 10 years ago. Over the last few years the business has doubled in sized and more than 750 people are employed at BGL’s contact centre in Sunderland. BGL is a long standing supporter of NECCA and has previously been successful in several individual and team categories.
Mark commented: “We looked back over our phenomenal period of growth and realised that everyone worked very hard to make sure we held our levels of performance whilst also managing to improve customer metrics.”
“More work than ever is being done in our local community and we have recently achieved our highest ever staff engagement scores. We’ve come a long way, if we have great individuals and great teams delivering great outcomes that should all come together in a great site nomination!”
BGL Customer Services has now claimed the prestigious North East accolade for two consecutive years as well as going on to win ‘Webchat Team of the Year’ at the UK Contact Centre Awards and Bronze Award at the European Contact Centre & Customer Service Awards 2016 in the Large Contact Centre category.
Julie Mordue presents Mark Brannen with the ‘Contact Centre of the Year over 250’ award
Mark attributes their success to their people and adds: “Our culture of continuous improvement is entrenched in our company and every member of staff lives our values. The North East is home to some very impressive contact centres, but we know that the strength of our people means that we can hold our own. How better could we give the judges a true feel for the DNA of our site in only a few hours other than give them access all areas; stop and speak to whoever they wanted and listen to live calls to experience the passion our people have to deliver a great customer experience.”
Brian adds: “It means so much to our people to be part of these regional awards. The excitement and buzz around the site is incredible and everyone loves Judges’ Day.”
Mark goes on to explain the impact of being part of an award winning contact centre: “As well as internal and external recognition, we are delighted to be able to open our job adverts with ‘Do you want to work for the North East Contact Centre of the Year?’.”
“This accolade helps us attract the best talent to our advisor and management population, who wouldn’t want to work with the best? Winning awards sets a standard to hold yourself accountable to.”
Brian adds: “As well as local and trade press attention, we’ve also had a lot of interest from our community partners, clients and customers. The trophies and team photographs are proudly displayed in our boardroom for external visitors to see. Watch this short video of the team talking about what NECCA means to BGL Group, Sunderland.