Shortlisted for Customer Service Award
STL has been shortlisted for two categories in the 2017 Comms National Awards; the Customer Service Award (over £5m t/o) and the Best SME Contact Centre Solution Award.
Phil Donigan, STL’s sales director said, “In 2017, STL won the Best Enterprise Contact Centre Solution Award and so we are hoping to ‘do the double’ by winning the same award this year but for our work with providing contact centre communication solutions to SME’s.”
SME Contact Centre Award
The Best SME Contact Centre Solution Award entry was based on a new contact centre system that STL installed to help a client to better handle the 1 million calls it receives from the public, complementing their automated systems with personal call handling when required. The new system enabled users to leave messages, route calls to the right agent or offer self-service option, which combined with connecting them to the best agent for their needs has improved customer service and satisfaction.
Customer Service Award
Talking about the Customer Service Award, Phil added, “STL places customers at the heart of our business and customer care is central to STLs ethos and it is a key part of every employee’s role.” Over the last year, STL has made significant changes to formalise customer service procedures and to introduce new processes, from getting feedback to measure the results to proactive planned contact schedule in order to provide clear direction on improvements to our service.
Phil concluded, “Entering industry awards like this help us to benchmark our performance and to celebrate our progress. Whether we win or not, to be shortlisted as finalists in these two awards is a great honour and we will be there at the dinner to find out if we are award winners.”
Winners to be announced at CN Awards dinner
Comms Dealer magazine, the organisers of the Comms National Awards, reported that the standard of entries gets higher every year and there was a record amount of entries. The winners will be announced at the Comms National Awards black tie dinner that will take place at the London Hilton on Park Lane on the 12th October. Over 700 people from the communications industry are expected to attend.