We believe that great customer experiences start with great employee experiences – and we’re proud that this commitment has been recognised.
We have been shortlisted for two UK National Contact Centre Awards (UKNCCAs):
- Best Contact Centre Culture (Large Contact Centre)
- Most Effective Way of Working
These nominations reflect our focus on building an engaged, inclusive, and high-performing workplace that supports both our people and our clients.
A culture that puts people first
Our culture is built around the principle of ‘Be 100% You Every Day‘. This isn’t just a slogan; it’s embedded into how we work, how we support each other, and how we innovate. From workplace flexibility to mental health support and structured career development, we ensure that employees feel valued and empowered to thrive.
Some of the key initiatives that helped us earn this recognition include:
- Flexible working: 95% of our workforce benefits from hybrid working, with over 300 approved work pattern changes in the last year.
- Employee wellbeing: 24/7 mental health support, trained Mental Health First Aiders, and financial wellbeing initiatives.
- Diversity, Equity, Inclusion & Belonging (DEI&B): Employee-led networks, inclusive policies, and recognition through our Be 100% You Awards.
- Career development: A strong focus on internal progression, with 72% of promotions filled internally and dedicated upskilling through our Digital Skills Academy.
We also ensure that our employee culture directly connects to business success, with high CSAT scores, quality improvements, and client wins driven by our commitment to employee engagement.
Redefining the most effective way of working
In a changing workplace landscape, we have embraced a high-performance, flexible working model that prioritises both employee needs and business excellence. Rather than taking a one-size-fits-all approach, we have focused on:
- Smart scheduling and workforce planning, ensuring efficiency without compromising work-life balance.
- AI-driven coaching and automation, using technology to reduce administrative tasks and free up agents for more complex customer interactions.
- Real-time employee engagement, with structured performance management, feedback loops, and ongoing dialogue.
- Sustainability and social impact, with initiatives focused on reducing our carbon footprint and supporting community projects.
This approach has helped us achieve strong employee retention, customer satisfaction, and operational efficiency, positioning us as a leader in the contact centre industry.
What’s next?
Being shortlisted for these awards is an exciting milestone, but we’re always striving to improve. Whether it’s enhancing our AI-driven coaching tools, expanding career progression opportunities, or strengthening our commitment to inclusion, we will continue to evolve and set new standards for the industry.
We look forward to the awards ceremony and celebrating the best in the contact centre sector. A huge thank you to our teams who make ArvatoConnect an exceptional place to work.
