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Welsh Contact Centre Awards 2014 - The Winners

This is the full list of winners for the Welsh Contact Centre Awards 2014, held on the 6th March 2015 at the Wales Millenium Centre, and hosted by Jonathan Ross. The event is held to celebrate the successes of the previous year, meaning that the ceremony held last week marked the 2014 Welsh Contact Centre Awards.

Our thanks to all who entered - the quality of entries was extremely high across all categories. Congratulations to all our winners and finalists, and our thanks to all who attended and who continue to support the Awards.

Individual Categories


Customer Service Representative

Presented by Anne Middleton of the Welsh Financial Services Graduate Programme
Winners:
Lynda Healy – Legal & General Investments (Cardiff)
Charlie Champ – British Gas (Cardiff)

Support Person: HR/Comms/Engagement
Presented by Lucinda Butler of Buzzwales
Winner:
Heather Adams – RCN Direct (Cardiff)

Support Person: IT/MI/Facilities
Presented by Lucinda Butler of the Welsh Contact Centre Forum
Highly Commended:
Rachel Roberts – Gladiator (Swansea)
Winner:
Shaun Collins – Dwr Cymru Welsh Water (Cardiff/Newport)

Sales Agent of the Year
Sponsored by Centric Recruitment, presented by Steve Matthews.
Winner:
Adam Dixon – Media Wales (Cardiff)

Team Leader of the Year
Sponsored by British Gas, presented by Sam Brown.
Highly Commended:
Nicola Howells – EE (Merthyr)
Joint Winners:
Sarah Allen – Tesco Customer Service Centre (Cardiff)
Leighton Davies – CGI (Bridgend)

Support Manager of the Year
A completely new award given to a Support Manager in recognition of their contribution to supporting the business through human resources, communications or engagement.
Presented by Katy Forsyth and Simon Penn, from headline sponsors Red Contact Centres.

Winner:
Keith Osborne – Firstsource Solutions (Cardiff)

Trainer of the Year
Presented by Mike Bampfield, Welsh Government.
Highly Commended:
Helen Bieri, Blackhorse Finance (Cardiff)
Winner:
Jacqui Turner – Tesco Customer Service Centre (Cardiff)

Contact Centre Manager of the Year
Presented by Denise Rich, Jobswales
Winner:
Kelly-Anne Ralph – PHS Group (Ammanford)

Contact Centre Industry Leader
A special award given to a Contact Centre Industry Leader, presented by the chair of the Welsh Contact Centre Forum, Sharon Jones.
Winner:
Lynda Campbell, British Gas (Cardiff)

Company Categories


People Development

Sponsored by TSW Training, presented by John Nash.
Winner
Lloyds Banking Group (Cardiff Gate & Newport)

Support Team of the Year
Recognises the outstanding support delivered by an HR, Communications or Resource team. Presented by Michelle Castillo, Conduit.
Winner:
HSBC (Swansea)

Technology, MI or Facilities
A new category which recognises best practice in Technology, MI or Facilities presented by Fran Hudd, chair of the South West Contact Centre Forum.
With such great finalists the judges decided to award two companies – the first for Facilities and the second for Technology.

Winner – Facilities Award:
Admiral (Cardiff)

Winner – Technology Award:
PHS Group (Ammanford)

Best People Enagement
Presented by Mary Kent from Cardiff & Vale College
Winner
RCN Direct (Cardiff)

Diverse Workplace
A new award for Diverse Workplace given to an organisation that creates a positive working environment and which values difference.
Presented by Jacquie Smallwood of Shaw Trust.

Joint winners:
Firstsource Solutions (Cardiff)
Connect Assist (Nantgarw)

Customer Service
Sponsored by Legal & General and presented by Steve Thomas.
Highly Commended:
Blackhorse Finance (Cardiff)
Winner:
HSBC (Swansea)

Outsourced Contact Centre of the Year
Sponsored by Clear Sky Recruitment and presented by Ross Porter.
Winner:
Firstsource Solutions (Cardiff)

Final category


In House Contact Centre of the Year
Sponsored by CGI and presented by Adrian Chiffi
The Forum received a fantastic number of entries from in-house contact centres across Wales and these entries were of an extremely high standard. The judges decided to recognise the Small, Medium and Large Contact Centre of the Year.

Small Contact Centre of the Year
Winner:
Molson Coors (Cardiff)

Medium Contact Centre of the Year
Winner:
Barclays Home Solutions Direct & Partnership Solutions (Cardiff)

Large Contact Centre of the Year
Winner:
Virgin Media (Swansea)

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