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Welsh Contact Centre Industry Stars Crowned

Top performers in Wales’ £650m contact centre industry have been honoured at an awards ceremony at the Wales Millennium Centre hosted by comedian Jimmy Carr tonight (Thursday 3rd March).

Over 700 guests attended the prestigious Welsh Contact Centre Awards which saw organisations and individuals recognised for their outstanding contribution to the sector. Thousands of people are employed in over 200 hundred contact centres in towns and cities across Wales and contribute £650m to the economy.

The annual awards event - organised by the Welsh Contact Centre Forum - celebrates individuals and companies for their contribution to Wales’ contact centre industry over the last twelve months.

Over the past year, the Forum has been growing its role and has helped even more business and individuals working in contact centres across Wales to reach their full potential in the industry. In the last 12 months alone it has launched the Welsh Financial Services Graduate programme to develop a rich talent pool for some of Wales’ most respected companies, and helped organise AgentFest – the first event in Europe dedicated to celebrating contact centre agents.

The event rewarded winners and highly commended entrants in 22 categories, with Sinclair Group from Bridgend scooping an award for Small Contact Centre of the Year and Gladiator in Swansea taking the title for Medium/Large Contact Centre of the Year.

Carol Bogue-Lloyd of Atos was given recognition for her outstanding contribution to the sector with the Industry Leader award, presented by Welsh Contact Centre Forum chair, Sharon Jones.

The Contact Centre Manager of the Year award went to Paul Morgan of Lloyds Banking Group; Mike Davies of EE won Support Manager of the Year; and Stuart Hesketh of BT took home the Team Leader of the Year award.

Highly Commended for Contact Centre Manager of the Year was Saira Mackney of Barclays Home Solutions Direct.

Natalie Ford of HSBC and Hamed Redmore of Principality Building Society shared the Sales Agent of the Year award, while Sophie Davies of Wales & West Utilities was awarded the Customer Service Representative award, with Leah May of Serco Companies House being highly commended.

Other winners from the evening included Rebecca Collins of the PS Group for Apprentice of the Year, Kim Jenkins of Legal & General for Support Person (IT/MI/Facilities); joint winners April Brown of RCN Direct and Hannah Benkwitz of Media Wales for Support Person (HR/Comms/Engagement); Carole Miller of Molson Coors for Trainer of the Year – with Tony Evans of Student Finance Wales being Highly Commended.

Company awards went to South Wales Police and Legal & General jointly for Diverse Workplace; Lloyds Banking Group (People Development); British Gas (Support Team of the Year, IT/MI/Facilities and Performance and Quality); Dwr Cymru (Support Team of the Year, HR/Comms/Resources); Blackhorse Finance (Best use of Technology); 118 118 Money (Customer Engagement); Connect 2 Connect (People Engagement); and Firstsource Solutions (Outsource Centre of the Year). Virgin Media and Conduit were also Highly Commended for People Engagement and Outsourced Contact Centre respectively.

The full list of Welsh Contact Centre Awards 2016 winners can be found here.

Sandra Busby, managing director of the Welsh Contact Centre Forum, said: “The contact centre industry is made up thousands of hard-working individuals who come together to make diligent, vibrant teams with a real sense of community."

“The sector is enormously important to the Welsh economy and contributes a huge amount both financially and socially to communities throughout Wales. So it’s a real pleasure to play a part in recognising the excellent work that goes into call centres across the nation. All our winners should be very proud of themselves.”

UK commercial manager at Centric Recruitment and a former double award-winner at the Contact Centre awards, Kelly-Anne Ralph said: “Contact centres are one of Wales’ major employers and the sector is a key driver of employment and training in the country. The Contact Centre awards are a fantastic event which give credit to the best of the best and the winners should be incredibly proud of themselves.

Centric Recruitment are proud to be a part of recognising the hard work and dedication of the people who are helping drive the industry forwards.”

This year the awards were held in association with headline sponsors Centric Recruitment. Other sponsors include Conduit, Aegis, T-Point, Swift Credit Services, Cardiff & Vale College, Legal & General, Welsh Government, JobsWales, Red Recruitment, TSW Training, Unify, Chwarae Teg, British Gas, Premier CX, Moneypenny, InspireMe, Smart Solutions and Virgin Media.

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