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Welsh Contact Centre Awards 2013

The sixteenth Welsh Contact Centre Forum Awards were held on the 20th February 2014 at the Cardiff City Football Stadium. With more than 60 finalists, the Awards were attended by over 600 industry professionals. We would like to thank all the companies and individuals who entered these Awards. Thanks also to our sponsors - Red Recruitment, British Gas, South West Contact Centre Forum, Centric, Therapy Solutions, Interactive Intelligence, CGI, Legal & General Group, Conduit Global, Media Wales, Intelecom, Firstsource, Barclays, TSW Training, BuzzWales.com, Molson Coors Wholesale, Resolve it and HSBC

Congratulations

To all the finalists and, of course, the winners. You can view the winning entries by clicking on the individual names in each category. You must be registered to view entries and photos.

The Finalists

Best Customer Service Representative: Nicole Jones - Equity Group, Philip Chung - CGI, Sarah Cummins - British Gas, Lynda Healy - Legal & General Investments, Jessica Zerk - Barclays Home Solutions Direct, Sarah Morgan - Serco Companies House, Gemma Jones - Wales & West Utilities
Sales Agent of the Year: Gareth Symmons - HSBC, Lisa Yarnold - PHS, Stephen James - Save Britain Money, Julie Whitcombe - Media Wales, Musroor Rafiq - Firstsource Solutions, Adi Zaman - Principality Building Society
Support Person of the Year: Nia Johnston - Save Britain Money, Robert Chapman - Firstsource Solutions, Emma Davies - Local World, Tom Abbott - HSBC, Matthew Tucker - Scottish & Southern Energy, Christopher Powell - Legal & General Investments, Molly Firth - Serco and Stephanie Chilcott - Virgin Media
Trainer of the Year: Adrian Painter - BT, Sara Curtis - HSBC, Jordan Lee - Admiral Group, Sarah Evans - Legal & General Investments
Team Leader of the Year : Ali Williams - DS Smith, Kate Williams - Barclays Home Solutions Direct, Sarah Gallagher - Virgin Media, Richard Bowen - New Law, Paula Lumsdaine - HSBC, Laura Horsfield - Ministry of Justice Shared Services,
Nik Shanahan - British Gas and Craig Williams - British Gas
Manager of the Year - Under 100 Staff: Nick McCavish - Student Finance Wales, Beverely Fowler - Lloyds Banking Group, Caroline Phillips - Ministry of Justice Shared Services, Ross Flanigan - Deloitte, Sally Gronow - Dwr Cymru Welsh Water and
Gary Thomas - Tesco
Manager of the Year - Over 100 Staff: Ben Winchester - Save Britain Money, Michael Hill - Firstsource Solutions, Sarah Howells - Tesco, Michelle Beech - Virgin Media and Corrie Newport - Blackhorse Finance
Best Application of Technology: Admiral Group, Dwr Cymru Welsh Water, Cerebra, Connect Assist and Serco
Best People Engagement: HSBC, Deloitte, Blackhorse Finance, DVLA, Royal College of Nursing, Tesco, Admiral Group and Save Britain Money
People Development: Student Finance Wales, Firstsource Solutions, Dwr Cymru Welsh Water, Tesco, Admiral Group and Legal & General Investments
Best Community Initiative: HSBC, Barclays Welsh Language Centre, Virgin Media and Lloyds Banking Group
Best Integrated Customer Service: Tesco and Barclays Home Solutions Direct
Support Team of the Year: British Gas, Legal & General Investments, Barclaycard, Virgin Media, Admiral Group, Blackhorse Finance, Firstsource Solutions and Ministry of Justice Shared Services
Shared Service Initiative: Ministry of Justice Shared Services
Outsourced Contact Centre of the Year: Connect Assist, CGI and Conduit
Small Contact Centre of the Year: Student Finance Wales, Deloitte and Molson Coors
Medium Contact Centre of the Year: Gladiator, Admiral Group and Barclays Home Solutions Direct
Large Contact Centre of the Year: Virgin Media, Tesco and Lloyds Banking Group

The Winners

Best Customer Service Representative: Gemma Jones - Wales & West Utilities
Sales Agent of the Year: Julie Whitcombe - Media Wales
Support Person of the Year - Joint Winners: Molly Firth - Serco and Christopher Powell - Legal & General Investments
Trainer of the Year: Jordan Lee - Admiral Group
Team Leader of the Year: Nik Shanahan- British Gas
Manager of the Year - Under 100 Staff: Sally Gronow - Dwr Cymru Welsh Water
Manager of the Year - Over 100 Staff - Joint Winners: Ben Winchester - Save Britain Money and Michelle Beech - Virgin Media
Best Application of Technology: Serco
Best People Engagement: HSBC
People Development: Admiral Group
Best Community Initiative: Barclays Welsh Language Centre
Best Integrated Customer Service: Tesco
Support Team of the Year: British Gas
Shared Service Initiative: Ministry of Justice Shared Services
Outsourced Contact Centre: CGI
Small Contact Centre of the Year: Deloitte
Medium Contact Centre of the Year: Barclays Home Solutions Direct
Large Contact Centre of the Year: Virgin Media

Highly Commended

Sales Agent of the Year: Musroor Rafiq - Firstsource Solutions Ltd
Team Leader of the Year: Richard Bowen - New Law
Manager of the Year - Under 100 Staff: Gary Thomas - Tesco
Best People Engagement: Blackhorse Finance
Large Contact Centre of the Year: Lloyds Banking Group

Photos of the evening are available here 

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