Screwfix Highly Commended in European Contact Centre Award

Screwfix is delighted to have been awarded the title of ‘Highly Commended Large Contact Centre of the Year’ in the prestigious European Contact Centre and Customer Service Awards (ECCCSAs).

The annual awards, held in association with the Call Centre Management Association, are the largest and longest running awards in the customer contact industry. Highly regarded for its robust judging process, the ECCCSAs recognise organisations that are leading the way in delivering exceptional service to customers. These organisations not only value their people, they continually innovate to improve the customer experience, and operate efficiently and effectively. They are raising the standards year on year.

The ‘Large Contact Centre of the Year’ category invited contact centres with more than 250 seats to submit an entry and host a visit showcasing to the judges how they operated their centre with the following values:

  • a clear understanding of the contact centres role within the business at all levels, with appropriate resources and systems in place to ensure ongoing success
  • a robust people process including recruitment, learning and development and colleague engagement
  • a people-centric environment with effective communication vehicles
  • appropriate reward and recognition schemes
  • clear targets and measures of performance

The awards evening, this year was held on Tuesday 28th November in London. Screwfix was up against some very well-known brands.

Andrew Ashby, Director of Customer Operations comments: “To be placed so highly in this category is a real achievement for all of us at Screwfix. We are incredibly proud of our team who go above and beyond to deliver a first-class service to our customers. We were the only company to be awarded ‘Highly Commended’ in our category. An achievement like this shows that our commitment to our people and customers is truly paying off.”

Ann-Marie Stagg, Chair of the Judges, ECCCSA adds: “Achieving this accolade was not easy. The robust face to face judging process was carried out by judges who are very experienced and recognised across our industry. Each entry was judged through a two-stage process which included both panel presentations and site judging visits”


Contact Centre Award 1.66 MB 12 downloads