The theme for this best practise visit is: Implementing an award winning culture programme

BT won Gold for ‘Best Medium Contact Centre’ at the European Contact Centre and Customer Service Awards in 2019.

On this visit the leadership team will share with us how they’ve put colleague engagement into the heart of their operations

During this interactive morning, the team will share with us:

  • How they’ve put colleague engagement at the heart of all they do
  • Their innovative approach to supporting the learning and development of their employees
  • How and why they implemented an employee concierge service
  • How they share best practice with their other sites across the country.

As well as having the opportunity to tour this award-winning operation you will have the chance to meet with your peers and contact centre leaders to share experiences on this topic

About the host

BT’s ‘value’ team are based in Newcastle and focus on retaining existing customers through both inbound and outbound campaigns. They primarily focus on BT sport customers.

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

Attendee 2:

Attendee 3:

Attendee 4:

Attendee 5:

Attendee 6:

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Where and when?

Date: Thu 21 May 2020

Time: 9:30 am - 1:00 pm

Location: Newcastle

Who is it for?

Contact Centre Managers, Heads of Department, Business Improvement Managers, Colleague Engagement Specialists, HR Business Partners, Team Managers.

Why should you go?

See first hand the contact centre that won ‘Best Medium Contact Centre’ at the European Contact Centre and Customer Service Awards

How much is it?

Free for CCMA members

Book your place(s)


Please book places on this event for the following people:

Attendee 1: (If the organiser is also attending please add yourself as attendee 1)

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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