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Welsh Contact Centre Awards 2014

King of chat crowns Welsh contact centre industry stars 

Top performers in the £600m Welsh contact centre industry have been honoured at a special awards ceremony at Wales Millennium Centre hosted by Jonathan Ross on Friday 6 March 2015.

Close to 700 guests attended the prestigious Welsh Contact Centre Awards, and saw employees from organisations across the country awarded for their outstanding contribution to one of Wales’ most vibrant industries. The long-running awards celebrate the excellence of an industry that employs 30,000 people and contributes hundreds of millions into the Welsh economy each year. 

The event, organised by the Welsh Contact Centre Forum, rewarded winners and highly commended in 19 categories, with Virgin Media, Barclays Home Solutions Direct & Partnership Solutions and Molson Coors scooping top awards for Large, Medium and Small Contact Centre of the Year respectively.

 Lynda Campbell of British Gas was recognised for her outstanding contribution with the Contact Centre Industry Leader award, presented on-stage by Welsh Contact Centre Forum chair Sharon Jones.

The Contact Centre Manager of the Year award went to Kelly-Anne Ralph of PHS Group; Keith Osborne of Firstsource Solutions won  Support Manager of the Year; Sarah Allen of Tesco Customer Service Centre and Leighton Davies of CGI shared the Team Leader of the Year award. 

Adam Dixon of Media Wales took home Sales Agent of the Year, while Charlie Champ from British Gas and Lynda Healy from Legal & General Investments were jointly awarded the Customer Service Representative award.

Other winners from the evening include Heather Adams, RCN Direct for Support Person (HR/Comms/Engagement); Shaun Collins of Dwr Cymru Welsh Water for Support Person (IT/MI/Facilities); Jacqui Turner of Tesco Customer Service Centre for Trainer of the Year.

Company awards went to Lloyds Banking Group (People Development); HSBC (Customer Service and Support Team of the Year); Admiral Swansea (Facilities); PHS Group (Technology); RCN Direct (Best People Engagement); Firstsource Solutions (Outsourced Contact Centre of the Year), as well as sharing the Diverse Workplace award with Connect Assist.

Sandra Busby, managing director of the Welsh Contact Centre Forum, said: “As the contact centre industry continues to mature into one of the Welsh economy’s powerhouses, it gets harder and harder to walk away with a Welsh Contact Centre Award. 

“Our sector contributes a huge amount both financially and socially to communities across the country. It is really important that its excellent work continues to be recognised.  All our winners should be very proud of themselves, as they have been selected as the shining stars in an industry brought to life by more than 30,000 people.”

 The Awards begin again in September 2015 - good luck to everyone!

To see further details and winning entries visit: