European Bronze Medallist

Interact wins Bronze European Contact Centre & Customer Service Award in ‘Outsourcing Partnership of the Year’ Category for work with BT and Liveperson

Interact Contact Centres is proud to have won a Bronze ECCCSA in one of the most heavily-contested categories.

Against competition from all over Europe, Interact with its clients Liveperson and BT beat many of the largest BPOs and biggest brands from across Europe.

The judging process included a written submission and a panel presentation to ECCCSA judges. Interact’s Wigan contact centre was also visited by judges for the Employer of the Year award.

Neil Perring, Managing Director of Interact, said, “We have put a lot of effort into our outsourced webchat programme with Liveperson and BT. The results clearly speak for themselves, as the ECCCSA judges saw.”

Using Liveperson’s webchat software, which is integrated into BT’s consumer website, Interact’s team has been able to improve conversion rates across BT’s product offering from the website by 27%. The team of 40 FTE agents take inbound chat queries from customers, and are also able to proactively initiate chat sessions with site browsers.

For more information about Interact’s webchat customer retention and acqusition services click here.

For more information about the European Contact Centre & Customer Service Awards please click here.

About the European Contact Centre & Customer Service Awards

Europe’s longest-established contact centre awards are this year being run by the UK’s Call Centre Management Association with support from the European Confederation of Contact Centre Organisations, which between them represent more than 35,000 contact centres in 20 countries.

Against this incredibly high level of competition the panel of independent judges – leading figures in the contact centre and customer service industry drawn mainly from large blue chip organisations – nominated Interact Contact Centres for:

“We have been really impressed by the quality of the award entries for this years ECCCSAs,” said Ann-Marie Stagg, CEO at the CCMA, organisers of this years’ awards programme. “The entries really reflect the outstanding progress organisations are making to adapt and evolve their operations to deliver exceptional customer service.”