Award winning call centre - ComXo

One of of our clients ComXo approached us in 2006 and asked whether we could help them submit an application to the European Call Centre Awards. As they had good operational practices, a state of the art environment and loyal customers we helped them to progress their application where they were Highly Commended in the Best Small Contact Centre category.

The preparation

ComXo have a strapline that they "create exceptional calls" and in preparing the submission we focused on what they do that supports this claim. We spoke to customers, developed case studies, talked to staff and reviewed procedures.

To their initial surprise, out of 45 applicants in the 'best small Contact Centre' category, ComXo were shortlisted as a finalist. This meant a site visit from the judges, which was a catalyst to put the finishing touches to the new call centre home that they had moved into a month earlier. The approach was one of an 'open door' policy, to let the judges talk to anyone they wanted and so form their own impression. That day ComXo had a customer on site as part of their Customer Service Review process and the judges even spoke to them!

Two months later and it was time for the key operational and management staff to get dressed up for the Awards ceremony - along with 1,200 other industry participants at the Gala Dinner.

The outcome

And the winner is .... well actually it wasn't ComXo, but they were 'Highly Commended' which is code for runners-up. For RXP, as advising consultants, this was almost the perfect result given it was the first time that ComXo had ever entered a prestigious award such as this. There is clearly many things that are excellent about the operation, but always things that can be continuously improved upon. We fully expect the call centre management team to pursue their goal of excellence over the coming months.

Andrew Try, Managing Director of ComXo commented "we are fundamentally a people business and it was great for all our staff to get the recognition of the outstanding job that they are doing. With RXP we have had expert guidance to develop our operation, plan our new facility and recognise what it is that our customers find special about working with us. We could not have got this far without their help."

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