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:
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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)
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.