Apologies, Call Centre of the year not Call Centre Solution, Loot won it.
Loot, London’s biggest free ads paper, took the top award of European Call Centre of the Year making it the overall winner at this year’s European Call Centre Awards. The awards dinner is the highlight of the Call Centre Expo 2003 event – this year held at the Hilton Metropole Hotel, NEC, Birmingham.
The call centre prides itself on its loud, creative and fun atmosphere and this was acknowledged by the judges who said that Loot demonstrated best practice in all of the other 20 categories including Best Improvement in Performance, Best Customer Service, Best Call Centre Environment, Best Use of Technology and Best Call Centre Culture. Other finalists present included American Express, Fujitsu, Royal Bank of Scotland, Dixons, BUPA, NHS, Shell UK and Vodafone.
The call centre currently employs a highly motivated and dedicated sales team of 150 professionals who ensure that all 10,000 daily incoming calls are answered live. The transformation of the department’s environment, technology and culture has increased revenue by over 100% year on year, a performance which impressed judges to present the award testifying that the Loot Call Centre is simply the best in the industry!
On receiving the award – Melanie Klass, Sales Director, commented that she was “delighted that the hard work and determination of the whole team has been recognised by the judges. A radical transformation of service standards & revenue achievement has occurred, which would not have been possible without the dedication and commitment of Lisa Trusler, Head of Call Centre and her team”.
Loot was acquired by Associated Newspapers in 2001. During the lead up to the product’s re-brand in 2002, the business went through a monumental structural change that culminated in the company relocating to high spec, funky and colourful offices based in Wembley. The environment fosters originality, competition, people involvement and development and has revolutionised a previously non-revenue achieving department into a £3million plus operation. Claire Payne who recently joined Loot from the FT as Managing Director said ‘it was the amazing culture and the talented management team at Loot that convinced me to join this business, I’m delighted that their hard work and dedication has been recognised’