Mon, September 05, 2022
Customer Experience outsourcing specialist Ventrica’s excellence has been recognised with 3 nominations at the 2022 European Contact Centre & Customer Service Awards, for Outsourced Contact Centre, Most Effective Application of Technology (CX), and Best BPO Partnership with McCarthy Stone.
Ventrica is proud to announce it has been shortlisted in three categories at the 2022 European Contact Centre & Customer Service Awards.
A specialist in delivering customer experience solutions that bring top-quality brands closer to their customers, Ventrica is a finalist in the Best BPO Partnership (Small) category with its client McCarthy Stone, the UK’s leading retirement home developer; in the Most Effective Application of Technology (CX) category; and is also up for the prestigious Outsourced Contact Centre of the Year.
Ventrica has won at least one Gold or Silver award at every ECCCSA’s going back to 2017, including Best Outsourcing Partnership (Large) in 2020 and Best Outsourced Contact Centre Europe in 2017. In 2021 Ventrica won Silver in the Best Small Customer Service Team category for its work with premium makeup brand Charlotte Tilbury, supporting their online retail operation with omnichannel customer service.
Now in their 22nd year, the European Contact Centre & Customer Service Awards (ECCCSA’s) are the longest-running and largest awards programme in the customer contact industry. They recognise organisations, teams and projects across Europe that continually innovate to improve the customer experience, that value their people, and that operate the most efficiently and effectively. The awards are highly regarded for their robust judging process, with a highly experienced panel of independent judges.
Ventrica is being recognised as one of the leading outsourced contact centres in Europe because of how we provide a nurturing and supportive working environment to all employees, whether senior or frontline, and whether they work in one of our two UK contact centres or nationally at home. As a people-centric business, we understand that our success comes from how we treat, support, and develop our staff. Bespoke recruitment, training, skills development, ongoing engagement initiatives, and wellbeing support mechanisms are all critical. The success of this approach is illustrated by a recent employee satisfaction survey showing 92% of our Ventricans would recommend us to a family member or friend as a place to work.
McCarthy Stone is the largest developer of privately owned retirement property in the UK. Ventrica’s partnership with them has been recognised due to the exceptional results the service has delivered, managing what is a highly complex pre-sales process with potentially vulnerable customers. The Ventrica Team regularly visits McCarthy Stone sites to better understand and experience the customer environment for themselves, gaining a feel for each location and the cultural environment in which customer is supported. This enables them to engage in the quality, memorable conversations that are vital to building an ongoing relationship with potential customers.
Ventrica has been recognised for its innovative work in helping completely transform restaurant complaints for an international chain to positively impact the customer experience, employee satisfaction, and customer retention while delivering environmental and cost benefits. Our IT Team developed a digital voucher platform using Zendesk plus specialist code to automate the process and integrate with the client’s e-commerce platform and app. Now our complaints handlers can issue vouchers almost instantly and send them to customers’ phones within seconds so they can then redeem them at checkout via a QR code.
“I’m incredibly proud that all three of our nominations have made it through as Finalists,” said Iain Banks, CEO of Ventrica. “I believe this is recognition for the quality of the work we do for so many amazing brands, the unique solutions we create to meet their customer experience challenges, the way we look after our people and enable them to thrive, and for the results, we deliver for the organisations we represent and their customers.”
“I’d like to thank the European Contact Centre & Customer Service Awards for recognising us, our clients for being brilliant partners, and most of all my entire UK team on site and those working from home across the country for your dedication to being the best we can be. Now let’s go win ourselves three Gold medals.”
Along with the other Finalists, Ventrica will present its nominations to the judging panel in London during September and October. The spectacular Awards Evening – always a highlight of the industry calendar – will take place at Evolution in Battersea Park, London, on Tuesday 22nd November 2022