TV shopping company gains top call centre award


QVC has been awarded Innovation of the Year before an audience of 500 for a series of measures which have saved several hundred hours of staff time each week.

Organised by the Professional Planning Forum, awards were presented to six organisations, selected by a team of judges which visited each of the 15 finalists.

QVC’s head of planning, Tracy Rice, said: “The most important thing we did was to stop and think: to reflect on how we did things and how the way we did thing impacted on our teams and our customers.”

The changes at QVC led to an improvement in occupancy in the call centre of 25 per cent with recruitment of 46 home workers.  Using management information, self-service staff administration and call causation analysis reduced admin time for team leaders from 50pc to 11pc, cut holiday queries by 23pc and highlighted the customer experience.

The other awards:


Customer Planning  British Gas for improvements which halved the number of missed appointments and cut calls per visit by 26pc through telephone calls and text messages


Back Office Operations  Coventry Building Society for its “same day in, same day” initiative


Customer Focus  Kwik Fit Insurance which established a model business, Smart Co, which acted as a test bed for new ways of working.  It led to a rise in customer satisfaction of 37pc and a drop of just over 90pc in staff attrition


Public Sector  Thames Valley Police for its work schedule project, Primetime, which raised service levels, cut absence and reduced overtime budgets by 30pc


Performance Culture  Vodafone for an initiative called “making customer fans”, which led to millions of pounds in extra profit, cut the cost per call by two-thirds in 12 months and raised employee engagement scores by nearly 22pc