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Welsh Contact Centre Awards 2013

Stars from one of Wales' most successful industries were honoured at a special awards ceremony on Thursday 20 February at Cardiff City Stadium. 

Hosted by C4 comedian Alan Carr, the 16th Welsh Contact Centre Awards celebrated the excellence of an industry that employs 30,000 people and contributes around £600m a year into the Welsh economy. Approximately 600 guests attended the prestigious ceremony to see staff from call centres across the country awarded for their outstanding contribution to one of Wales’ most vibrant industries.

Julie Whitcombe of Media Wales took home Sales Agent of the Year, while Molly Firth from Serco and Christopher Powell from Legal & General Investments were jointly awarded Support Person of the Year.

Other winners from the evening include Gemma Jones, Wales & West Utilities for Best Customer Service Representative; Jordan Lee, Admiral Group PLC for Trainer of the Year; Nik Shanahan, British Gas for Team Leader of the Year.

Sally Gronow, Dwr Cymru Welsh Water won Manager of the Year with Under 100 Staff and Ben Winchester from Save Britain Money and Michelle Beech, Virgin Media were joint winners in the Manager of the Year with Over 100 Staff category.

Company awards were presented to: CGI for Best Outsourced Contact Centre; Ministry of Justice Shared Services for Best Shared Service Initiative;  British Gas for Support Team of the Year; Serco for Best Application of Technology; Barclays Welsh Language Centre for Best Community Initiative; Admiral Group PLC for People Development; HSBC for Best People Engagement; Tesco CSC for Best Integrated Customer Service.

While Deloitte; Barclays Home Solutions Direct and Virgin Media scooped the awards for Small, Medium and Large Contact Centre of the Year. 

Five Highly Commended Certificates were also awarded to: Musroor Rafiq - Firstsource Solutions (Sales Agent of the Year); Richard Bowen - New Law (Team Leader of the Year); Gary Thomas, Tesco (Manager with Under 100 Staff); Black Horse Finance (Best People Engagement) and Lloyds Banking Group (Large Contact Centre of the Year).

Sandra Busby, managing director of the Welsh Contact Centre Forum, said: “The contact centre industry contributes a huge amount to Wales’ economy, and it is really important that its excellent work continues to be recognised.

"Everyone who received an award should be very proud of themselves, as they have been selected as the top of their field in an industry brought alive by more than 30,000 people.”

This year the awards were held in association with headline sponsors Red Contact Centres along with category sponsors Centric Recruitment;South West Contact Centre Forum; Legal & General; Buzzwales; WCCF; Intelecom; TSW Training; Interactive Intelligence; Therapy Solutions; Firstsource Solutions; Barclays Partner Finance; Conduit Global; British Gas; Media Wales and CGI. And supporting sponsors, Molson Coors, HSBC and ResolveIt.

To see further details and winning entries visit: