Swansea shared service centre scoops top customer service award

Swansea shared service centre scoops top customer service award

26th September 2018 · Arvato · Press Releases

Arvato’s shared service team in Swansea has won the Customer Commitment accolade at the 2018 regional Chamber Business Awards, beating off all other competition in Wales to win the category.

The awards recognise excellence in British business, with the Customer Commitment category rewarding companies that demonstrate innovation and dedication to customer service and care.

Our 30-strong helpdesk, which acts as the first point of contact for 22,500 civil servants working for the Department for Transport (DfT) and its executive agencies, has achieved a record 97 per cent customer satisfaction rating, against a target of 85 per cent in 2017. The team also handled 120,000 enquiries last year and answered 99.9 % of all calls within five seconds.

The shared service centre has also attained the Customer Service Excellence certification for the second consecutive year, has been awarded the IS020000 accreditation in service management and has also completed the World Host and City and Guilds Customer Service accreditation, which has resulted in a 15 per cent reduction in escalations and complaints.

The team will now go on to compete for the national awards, which will take place at Tobacco Dock, London on Thursday 29th November, where one of the nominees will also be crowned Business of the Year.

Mathew Copp, Director of Operations Central Government, Arvato & Ireland said: “Our shared service centre in Swansea is providing a fully standardised, back office services to the DfT and its executive agencies via our experienced and professionally qualified delivery teams. This award, alongside the Welsh Contact Centre Award we won earlier in the year, is a testament to the hard work and commitment of our employees and to the continuous innovation we’re introducing into the centre, including robotic process automation (RPA).”

Arvato’s Sandringham Park-based operation employs more than 200 people and supports the Department for Transport (DfT), the Maritime and Coastguard Agency (MCA), the Driving and Vehicle Licensing Agency (DVLA), the Vehicle Certification Agency (VCA) and the Driver and Vehicles Standards Agency (DVSA).

For more information on the awards, click here

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