SSCL has been recognised as one of the best contact centres in the UK, winning bronze at the UK National Contact Centre Awards 2021.
This award celebrates our ‘customer first’ dedication that our teams display with passion on a daily basis when supporting our public sector from civil servants, police and military.
Our contact centres are at the heart of our organisation and last year alone our agents t centre handled over 2 million calls, we responded to over 183,000 emails, facilitated in over 69,000 live chats and completed over 70,000 service requests.
We increased our end users by 30,000 people between 2020 and 2021 amidst Coronavirus and even through the pandemic when we shifted our contact centres to home working we still maintained a service ensuring we focussed on our customers.
Innovation has also played a key role deploying a number of technical enhancements to evolve our clients’ contact centre journeys.
Our focus on omni-channel support has brought new features giving our customers multiple options to get any queries resolved. Our latest service SSCL Service+ powered by Pega will give end users even faster query resolution and accuracy by linking them and our departments together. Continuous improvement has also played a role in equipping contact centre employees to develop their skills.
Marco Ndrecaj, Director of SSCL Government Contact Centre Services, said: “This award fills me with pride and joy, especially when I see first-hand the Customer First behaviours that our exceptional teams display with passion on a daily basis. Through our people, our innovative mindset and best in class technology, we will continue to strive and aim for the top spot in the 2022 awards.”