Best Practice Event Feedback

19th October 2014

Last month the CCMA hosted the latest in its popular series of contact centre site visits. This time our hosts for the fully booked day were Tesco Bank in Newcastle upon Tyne. The team from AA Insurance Services were attending their very first CCMA event and Val Wonnacott, Head of Business Improvements shares her experiences of the day.

‘There was a vast amount of information shared by the host, all of which we could relate to. As the event is attended by Call Centre Managers the information is relevant and it’s great to hear that others face the same challenges, albeit at different places in their journey. Networking is positively encouraged, but all attendees are generally interested in sharing their challenges and learning from one another.

This event was definitely worth attending. One or two of our team were already aware of the main subject matter, as we have an existing relationship with Tesco Bank, however all came away with learning from the event.

Hearing from the host what real customers had to say and the detail they had gleaned from their customer satisfaction surveys was useful to all. The atmosphere was relaxed and open forum questioning was encouraged and comfortable.

The networking section was really interesting. Hearing from other companies and organisations in a vast selection of sectors, yet all contact centres was very worthwhile. Having the opportunity to speak with people from other contact centres was great. At an individual level our attendees listed the following benefits they gleaned from the visit… 

  • A good high level view of VOC and how cSat and speech can play a significant role in the success of our business and how subtle changes to the language used can have a real positive impact on agents and customers.
  • Good to see how other contact centres are working on customer measures and how we can benchmark ourselves against them.
  • Really good to get others take on VOC. I felt energised after the visit.
  • It was great confirmation that we are headed in the right direction with the use of customer insight to help us improve.
  • Just great to get out there and hear what others are doing, picking up thought provoking topics we can adjust and use ourselves and simply knowing we are in tune with the rest of the contact centre industry’

The next CCMA best practice event takes place on 20th November at BT in Accrington, where you will have the opportunity to hear from the CCMA Business Improvements Manager of the Year, Gemma Holden. You can register to attend at: http://www.ccma.org.uk/event/bt-in-accrington-meet-the-ccma-business-improvements-manager-of-the-year