On the 27th November 2018 Sitel Group attended the European Contact Centre and Customer Service Awards at Battersea Park, joining other businesses from across Europe. This prestigious event is the biggest and longest running awards programme within our industry and this year’s event was the largest yet, with 1200 people in attendance. Hosted once again by newsreader & journalist Fiona Bruce, the audience was also treated to compelling stories by Sir Ranulph Fiennes OBE, who supported her in presenting at the awards. Those in attendance were also treated to a three-course dinner and entertainment in the form of a dance group, who dazzled the audience with Bollywood, Country and Burlesque dancing, as well as a dance to the Lion King’s most famous song; the Circle of Life. The spectacular event was a huge celebration of everything that makes our business special from this year.

Now if we rewind back to June, Sitel had put forward submissions for 6 of the categories in the ECCCSA programme. These were:

  • Most Effective Customer Experience in Social Media – Flybe Campaign, Sitel Exeter
  • Best Employer – Great Place to Work – Sitel Earlsdon Park, Coventry (Head Office)
  • Most Effective Health & Wellbeing Programme – Sitel Kingston & Sitel Newcastle
  • Most Effective Learning & Development Initiative – Learning Tribes, Sitel Group
  • Best Implementation of AI in Customer Service – TSC, Sitel Group
  • Best Outsourcing Partnership (less than 150 seats) – Waitrose Campaign, Sitel Stratford-upon-Avon

Following this, Sitel Group were shortlisted in all 6 categories and proceeded to the next stage, where each team presented to a panel of judges for their final award’s submission. Then with all presentations completed, the teams awaited the outcome of the awards with anticipation.

Fast-forward now to the evening of November 27th and Sitel Group were presented with 3 Bronze Awards! The first being for the Most Effective Customer Experience in Social Media, won by our team in Exeter for their work on the Flybe campaign. Since 2014 the team has grown from 8 agents to now 14, handling all posts received through Flybe’s Facebook and Twitter pages. The team have consistently hit their Quality and Response Time targets over the past 12 months, also providing important insights back to Flybe and representing their brand in line with their company voice. A much deserved award for the team in Exeter!

The second award was for the Most Effective Learning & Development Initiative, won by the team at Learning Tribes, a venture of Sitel Group, for their development of the My Academy tool; a learning platform that is accessible anywhere in the world and so far has proven to increase knowledge retention, engagement and user satisfaction.

The final award was for the Most Effective Health and Wellbeing Programme, which was a joint effort won by Sitel Kingston and Sitel Newcastle. The programme run by these two sites is done with the purpose of increasing staff retention and employee engagement, reducing absence and accidents in the workplace as well as building a resilient workforce and developing a good employer reputation. The sites achieve this by helping their employees with everything from healthy eating to quitting smoking as well as supporting the mental health and welfare of all staff through various initiatives.

Overall the event was a great success for Sitel Group and an excellent follow up to our achievements at the 2018 UKCCF Awards, where we won Outsourcing Partnership of the Year for our partnership with Waitrose. For more information on this, you can check out our blog at https://www.sitel.com/en-uk/news_item/sitel-waitrose-team-wins-outsourcing-partnership-of-the-year-award/.

We are immensely proud of all of our teams and being shortlisted for the European Contact Centre & Customer Service Awards pays credit to their exceptional hard work, dedication and enthusiasm for their roles and our company values.

If you would like to find out more about our journey to winning these awards or what our company can offer your business, please feel free to get in touch with our Regional Operations Support Director UK&I; Greg Aiello at greg.aiello@sitel.com or visit our website at www.sitel.com.


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