Success at the 2017 South West Contact Centre Awards

29 June 2017

The annual South West Contact Centre Awards took place in Bristol on Thursday 29 June and we are delighted to announce that our Zurich account won top prizes for Best Business Improvement Strategy (Swindon Contact Centre) and Support Team of the Year (Cheltenham Complaint Resolution Team).

These awards celebrate excellence and innovation from across the south west contact centre industry and attract the participation of high calibre organisations, reaching over 250 major employers and 52,000 employees within the industry. The Life & Pensions contact centres in both Cheltenham and Swindon have enjoyed a great deal of success at the event in recent years and this was the case once again.

The Zurich contact centre in Swindon, headed up by Belinda Rodwell, received the award for the pro-active way in which they reshaped their entire approach to the retirement process and supporting customers through the journey. This was in response to the introduction of pension freedoms in 2015, which presented many of our business areas with significant challenges.

Meanwhile the Complaint Resolution team in the Cheltenham contact centre, headed up by Sam Campbell, received their award for the industry-leading way in which they responded to the 2016 changes in complaint legislation. These changes led to a number of evolving roles and processes but the team continued to provide outstanding service and support to customers.

In addition to scooping both of these prizes, the Zurich account also reached the finals in four separate categories:

Lorna Barsby | Trainer of the YearBecki Pope | Hero of the Year

Chris Tewkesbury | CSR of the Year

Cheltenham contact centre I People Development Programme of the Year

Rob Leighfield, Managing Director Capita account, was understandably delighted with the success, stating: “A brilliant result from two brilliant teams. Well done all!”

This was a view echoed by David White, Managing Director at Zurich Life & Savings, who offered his congratulations to Belinda, Sam and the whole Capita team for their “Great result”.

Zurich - Client case study

A partnership that began as one of the UK’s largest outsourcing contracts for open book and pensions administration services.

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