Softline Pastel has reached the finals of the Contact Centre World Awards run by ContactCentreWorld.com – the global conference, research and online magazine for the contact centre industry.
From almost 1 000 entries from over 40 countries, the 140-seater call centre has been nominated as a finalist for the EMEA (Europe, Middle East & Africa) region in three categories; Best in Customer Service, Best Help Desk and Best Community Spirit. Pastel’s support centre has won in these categories before.
The competition benchmarks entrants against the best in the industry and judges consider both management strategy as well as the actual achievements of the support centre and its people.
“We take over 80 000 calls every month,” says Tamsin Bradford, Pastel’s support manager. “We endeavour to resolve every caller’s dilemma in the first call, so have to be really tactical in our methodologies.”
Some of Pastel’s best-practice tactics include stringent and ongoing training and assessment practices, the creation of specialist product-focussed teams, constant investment in cutting-edge technologies and recruitment policies that attract and reward career call centre agents and not part timers. But what really stands the support centre apart from its competitors is its focused, quality assurance programme that takes into account direct feedback from customers.
“Competitions like the Contact Centre World Awards allow us to benchmark ourselves against the strongest local and international players. Making it to the finals not only confirms that our current strategy is the right one but also provides us with great insight into the industry, ensuring that we find those future trends that will ensure remain world class,” concludes Bradford.
The awards for the EMEA region will be held in London in mid-June this year. If successful in winning any of its categories, Pastel will then compete against winners from the Americas and Asia Pacific for the title of Best in the World.