AGILISYS CONTACT CENTRE NAMED ‘BEST CONTACT CENTRE OVER 50 SEATS – PUBLIC SECTOR’ BY CALLNORTHWEST AWARDS

Tuesday, 20 October 2009

The contact centre operated by Agilisys forms part of the Impact Partnership, an innovative joint venture between Rochdale Council, Agilisys and Mouchel.

Agilisys, the UK’s most innovative IT and business process service provider, today announced that their Rochdale contact centre has been awarded the ‘Best Contact Centre over 50 seats – Public Sector’, in an annual awards ceremony designed to highlight and reward excellence in the North West.

The centre was established in 2006 by Agilisys as part of the Impact Partnership, an innovative joint venture between Rochdale Metropolitan Borough Council, Agilisys and Mouchel. The Impact Partnership is a 15 year partnership designed to tackle the economic and regeneration challenges in the borough through job creation, skills development, service transformation and physical regeneration.

A team of 55 agents in the Agilisys customer services centre handles over 65,000 enquiries each month from the public on a wide range of council services ranging from electoral registration to recycling facilities. The agents have an in-depth knowledge of many areas of Local Government services and are trained to deal with even the most complex enquiries.

Alan Taylor, Leader, Rochdale Borough Council said: "Our customers are our number one priority and I am delighted that this award recognises the significant improvements that we've made to ensure the highest quality service through our contact centre. We have listened carefully to what our customers have told us and delivered what they have asked to reduce overall waiting times and improve service overall. It is vital that local people are able to find out about and use the right services for them at a time and in a way that suits them best. Staff in our Contact Centre work tremendously hard to answer questions and deal with a vast range of enquiries and their award is a reassurance to us all that we are in very good hands."

Kay Andrews, Agilisys CEO commented: ”Our approach to transforming service delivery together with our experience in running customer services centres has proved to be a winning combination and we are extremely proud to have won this award. It’s a credit to the excellent service provided by the whole team.”

The awards are a culmination of the immense work and effort carried out by the Contact Centre team, as they completed a thorough selection criterion. The awards were judged against a wide range measures, including displaying how the centre work to overcome barriers to high performance.

At the awards ceremony, held at the Palace Hotel in Manchester, and hosted by comedian Lee Hurst, the judges cited the reasons for winning the award were, quote: ‘Due to the warm and friendly atmosphere and all the good work that they do in the community’.

For further information:

Christine Grady
Agilisys
christine.grady@agilisys.co.uk
0208-237-6111
 
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