We’re thrilled to announce that our dedication to customer service has been recognised at this year’s UKCCF Awards! In partnership with VIVOBAREFOOT, we were highly commended in the Customer Service Team of the Year category. This recognition highlights our team’s hard work, innovative approach, and passion for delivering exceptional service experiences.
The UKCCF Awards celebrate excellence across the customer service industry, spotlighting teams and partnerships that are setting new standards in customer engagement. To be acknowledged in this category, alongside our clients at VIVOBAREFOOT, highlights the value of our collaborative approach and our commitment to continuous improvement.
Key achievements in customer service
Over the past year, the VIVOBAREFOOT Customer Service Team within ArvatoConnect has achieved significant milestones, driving impressive results in customer satisfaction and operational efficiency. Here are some key highlights:
- Customer satisfaction: Through focused initiatives, we boosted our Customer Satisfaction (CSAT) score by 6%, from 4.48 in April 2023 to 4.73 by August 2023, surpassing our target of 4.70. This improvement reflects our commitment to meeting and exceeding customer expectations.
- Average Handle Time (AHT) reduction: We reduced AHT across all channels by an impressive 134 seconds, improving response times and allowing our agents to handle more enquiries effectively. Social media and webchat saw reductions of 27% and 25%, respectively, demonstrating our ability to adapt to customer needs.
- Technological integration: The successful integration of telephony and CRM systems, along with the implementation of a chatbot, has streamlined interactions and improved service delivery.
- Global market support: To meet the demands of a growing international customer base, we established a new UK-based language service for the German market, ensuring high-quality support for German-speaking customers.
- Sustainability alignment: Our joint incentive scheme encourages alignment with VIVOBAREFOOT’s sustainability ethos, rewarding performance that supports the brand’s core values.
This commendation reflects the tireless dedication of every team member. From preparing presentations to delivering excellence in every interaction, each person played a crucial role in making this achievement possible.
We’d also like to extend our congratulations to all of this year’s winners, particularly Westminster City Council for their impressive multiple wins. It’s inspiring to celebrate alongside teams that are dedicated to setting high standards in customer service.
And while we’re proud of this commendation, it’s just the beginning. We’re excited to continue innovating, supporting our clients, and setting new benchmarks in customer service. Thank you to everyone who has been involved in this commendation – here’s to even greater achievements ahead!
You can read more about our partnership with VIVOBAREFOOT here.
