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24 May 2018
What makes it even more incredible is that Thirteen is the only organisation to be recognised in this way by the industry professional judges.
Thirteen received the recognition for its Discovery programme, which was developed to help recruit roles within the contact team that they’d previously been unable to fill.
Their New Directions team created a bespoke training academy for these roles, and applicants were given an insight into working at Thirteen and the organisation’s values, communication skills, customer service ethos and handling difficult situations. The programme moved onto specific employability techniques including competency based interviews, personal sales pitch, presentations and online applications. Following the interviews, six young people went on to become permanent staff in the contact team.
Adele McLaren, customer service manager, said:
“To have been awarded highly commended for the most effective contact centre recruitment programme has left me beyond proud of my whole team as without their hard work and determination this wouldn’t have been possible.
“It was an inspirational and emotional evening, and it was great to see individuals and teams in our industry be recognised for the great work they are doing to raise standards in customer service."
Louis Fry, contact advisor who was recruited through the academy, said:
“What a fantastic night! Everything about the evening was amazing. We were so proud to be there, representing Thirteen and for our academy training programme to be recognised by the judges is the icing on the cake.”
Ian Wardle, chief executive at Thirteen, added:
“We’re really proud of everyone involved in the discovery programme and our amazing contact team who’ve been recognised as highly commended at such a prestigious awards ceremony, especially as we were up against some of the biggest companies in the UK.
“This recognition is testament to our commitment to ensuring our customers are at the heart of everything we do.”
The prestigious awards saw industry leaders such as Sky, McDonalds Restaurants, Tesco Bank, Barclaycard and Air France pick up awards from Diversity star and TV personality Ashley Banjo, for their exceptional contact team customer service.
The UK National Contact Centre Awards are the industry’s largest in the UK attended by 730 industry professionals. In its 23rd year, the awards are the UK's longest-running awards programme in the industry.