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We're winners in the North West Contact Centre Awards 2016

Published: Wednesday, 26th October 2016

contact centre

Pendle's Contact Centre staff

Pendle Council’s Customer Services Team and Liberata are celebrating after taking home two awards in this year’s North West Contact Centre Awards.

Organised by the Call North West Forum, the 11th annual Awards celebrated sixteen category winners including individuals, team and company successes.

They were all rewarded for their outstanding contribution to the Contact Centre sector in the North West.

Pendle’s Customer Services Team, which is managed by Liberata and runs customer services on behalf of the Council, attended a black tie awards dinner at The Palace Hotel in Manchester last Thursday (20th October).

They reached the final in six categories and beat off competition from across the customer service sector scooping the Best Outsourced Contact Centre of the Year and Hero of the Year.

Customer Services Agent Gerson Da Silva won was nominated for Hero of the Year by his manager Vicky McGurk because his commitment to his role means he often goes the extra mile.

He’s regularly spotted helping elderly customers visiting Number One Market Street with their shopping bags.

Dean Langton, Strategic Director, said: “The Customer Services Centre based at Number One Market Street is responsible for managing contact with more than 80,000 residents and is pivotal to keeping them informed about key public services.

“Feedback from our customers shows that they are pleased with the service they receive from the Team.

“98.2% of customers tell us they’re satisfied overall, 94.6% tell us they’re pleased overall and 84.1% describe our service as excellent – these are great results!

“Congratulations to everyone in our Customer Services Team, this recognition is well deserved.”

Kevin Mackay, Liberata’s Regional Director, North, added: “The North West Contact Centre Awards are all about recognising the achievements of individuals, teams and organisations within the Call Centre Sector.

“We’re delighted to win the Best Outsourced Contact Centre of the Year. It demonstrates the importance that Liberata assigns to looking after a Council’s customers.”

Councillor Mohammad Sakib, who has responsibility for Partnership Services for Pendle Council, added: “It’s fantastic to see hardworking staff recognised for their efforts – well done everyone.” 

Photo caption: 

Front L-R: Kevin Mackay, Liberata’s Regional Director, North; Lewis Staffa, Customer Services Agent; Gerson Da Silva, Customer Services Agent; Paul Orrell, Customer Services Team Leader.

Back L-R: Jessica Figueiredo, Customer Services Agent; Emma Hall, Management Accountant; Linda Harrison, Customer Services Team Leader; Vicky McGurk, Northern Customer Services Manager.