At the UK National Contact Centre Awards 2023, Dorchester Collection won the coveted award of ‘Small Contact Centre of the Year’. Dorchester Collection is a leading luxury hospitality company with some of the finest hotels worldwide.

Their story started in 2019, when the Global Contact Centre, known as the GCC, was created within Dorchester Collection to fulfil customer needs across all of their hotels. This resulted in an outstanding level of service, where guests are recognised and looked after in way that reflects the brand’s legendary way of life. 2022’s record breaking year for Dorchester Collection saw increased contacts of +25% and +50% for booked revenue. With an open culture which is encouraged through regular coaching also resulted in an increase in employee satisfaction to 8.4.

Underpinning everything that Dorchester Collection does is a clear vision – Treasured by Guests, Cherished by Employees, Celebrated Worldwide. The company achieves this through a ‘We Care’ culture, ensuring that people remain at the cornerstone of all business decisions. Within a multilingual team, speaking over 18 different languages, the GCC provides a personalised experience for each guest.

In this small, multilingual, multiskilled contact centre, advisors handle sales and service interactions for those who contact Dorchester Collection directly. The team play a crucial part in ensuring Dorchester Collection brand value is consistent from contact centre to hotel to ensure an exceptional guest experience. Dorchester Collection will share how with their brand being their north star, how everything they do is ensuring that the brand of the forefront.

Managing a small, multi skilled, multilingual contact centre can be challenging; during this visit the team will share their approach and best practice with CCMA members.

Agenda

08:30 – Arrival and networking
09:30 – Welcome

Hear the latest news and updates on the CCMA and what to expect from the day.

Leigh Hopwood, CEO, CCMA
09:45 – Dorchester Collection Welcome

Director of Global Contact Centre, Caitlin Neary welcomes CCMA Members to meet her team where she will share the background of Dorchester Collection and how the brand goals are linked to what they strive to deliver in the Global Contact Centre.

Caitlin Neary, Director Global Contact Centre, Dorchester Collection, and Leadership Team
10:30 – Winner’s story: Small contact centre for a big brand!

Meet the team to hear how this small and unique contact centre won the Small Contact Centre of the Year in 2023:

  1. Learning & Development: Understand how employees are immersed into Dorchester Collection from induction and throughout their career.
  2. Quality: How they manage quality in a small contact centre, covering multiple languages.
  3. Technology: Understand how technology supports guest and colleague experiences
  4. Culture: Experience how Dorchester Collection focus on culture and employee engagement shines through in the passion of their people
Caitlin Neary, Director Global Contact Centre, Dorchester Collection, and Leadership Team
11:00 – Q&A and Deeper Insight

CCMA CEO, Leigh Hopwood will interview Caitlin who will share how managing a small contact centre covering 18 languages is a real balancing act and how the GCC continues to go from strength to strength.

Leigh Hopwood, CEO, CCMA and Caitlin Neary, Director Global Contact Centre, Dorchester Collection
11:00 Site Tour
11:30 – Close

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

Attendee 2:

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By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

Where and when?

Date: Thu 14 Mar 2024

Time: 08:30 - 11:30

Location: Dorchester Collection, London

Who is it for?

Members Only.

Ideal for Managers of Small Contact Centres. Contact Centre Managers/Leaders, Head of Contact Centres.

How much is it?

A member benefit.

Book your place(s)


If you would like to book other attendees on this event, please fill out the forms below:

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

By completing this form you agree to the CCMA using your personal data in accordance with our Privacy Policy. We use your data to personalise and improve your experience on our digital platforms, send you relevant communications, provide products and services you request from us, and to carry out profiling and market research. You have the right to object, unsubscribe or be deleted from our database. Please contact info@ccma.org.uk.

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