Congratulations to our Training & Development Officer, Jacqueline McConnell, for winning the 2023 UK National Contact Centre Award for Significant Contributor in a Small Contact Centre.
1,200 of the UK’s leading contact centre experts gathered at London’s historic Old Billingsgate on 19 June for the Call Centre Management Association’s (CCMA) annual awards ceremony 2023.
Following a drink’s reception on the North Bank terrace overlooking Tower Bridge, City Hall, The Shard and London Bridge, dinner was served in the Victorian Grade II listed building’s Grand Hall, before the awards ceremony began.
Hosted expertly by Claudia Winkleman, there were ten nominations for a range of categories with Gold, Silver and Bronze awards for each category. Heart beats quickened at our table as the result for Significant Contributor (Small Contact Centre) was announced by Claudia with Bronze for Heineken, Silver for Virgin Media O2 and, to our surprise and delight, Gold for STA International and Jacqueline McConnell in particular. Our celebrations were immediate and sustained!
Following a surge in student debt placement as we came out of various pandemic lockdowns, Jacqueline took charge of recruitment in our Glasgow call centre, growing the number of agents from 12 to 25. At the same time, her training improved overall performance and handling of vulnerable callers.
Jacqueline also fronts our external training for H&FE clients. More than 100 university contacts have attended our free-of-charge vulnerability and difficult call training, the majority virtual, a few on campus. As a result, university staff are better informed and less stressed, refer fewer vulnerable cases to us, and handle displeased callers compassionately.