Vax wins ‘Contact Centre of the Year’ award
Britain’s leading floorcare brand* receives top award from the Midlands Contact Centre Forum working group.
Vax has been recognised for its excellent customer service, by winning the Midlands Contact Centre Forum’s ‘Contact Centre of the Year’ award for over 50 seats.
Announced on 16th October 2015 at the MCCF’s annual awards event in Sutton Coldfield, it acknowledges Vax’s success in transforming its contact centre over the past 12 months and providing a best-in-class service for customers.
Vax relocated its contact centre to new purpose-built premises in Droitwich in October 2014, introducing new cloud based systems and working practices designed to make it easier for customers to get in touch. Working under the guidance of their Head of Contact Centre, Carole Edwards, Vax installed new telephony and CRM systems, plus a live chat service, creating a highly effective, omni-channel solution.
New training and development programmes were rolled out to staff, along with initiatives to boost engagement levels. As a result of the changes, 87% of customers now have their query resolved on their first contact. Those that do call again within 30 days are routed back to the same agent, improving the customer’s journey and delivering a truly personalised service.
Vax has experienced strong growth over the past five years, creating over 200 new job roles and securing its place as a leading Midlands employer. Earlier this year Vax was recognised as a ‘Sunday Times Top 100 Best Company’ for the second year in a row.
Carole Edwards, Head of Contact Centre at Vax, commented: ‘I am absolutely delighted that we have won the Midlands Contact Centre of the Year award. This is a landmark for us and recognises the investment and effort put in by Vax and our contact centre team. Importantly, it clearly demonstrates our customer-centric approach and that we are leaders in our sector… so proud!”
For more information about Vax visit http://www.vax.co.uk or call the Vax Customer Careline on 0330 026 8455.
*Vax is Britain’s leading floorcare brand (Source: GfK RT UK, Vacuum Cleaners + Steam Cleaners, Volume Sales, Sep 2013-Aug 2014).