Posted on Jul 01, 2024
The implementation of a pioneering customer service solution was named Best Improvement Project in Europe, the Middle East and Africa (EMEA) at the Contact Center World Global Top Ranking Performers awards.
The award was presented to our Head of Sales, David Titterington and Ian Taylor, Head of Customer Experience (CX) at our technology partner, Avoira, at the EMEA finals in Amsterdam.
It recognises our success in implementing a bespoke solution built around the highly sophisticated Xdroid CX and speech analytics platform.
Hosted by what is the world’s largest contact centre association, the highly respected awards are judged blind by an expert international panel to ensure every entry is assessed purely on its merit.
Having triumphed in the EMEA awards our solution now goes forward to the global finals which will be hosted in London in October.
Commenting on our success, David Titterington said: “Securing international recognition for a project of which we ourselves are immensely proud is fantastic.
"To triumph over transcontinental competition speaks volumes about the power of the solution, our commitment to technological innovation and determination to empower our staff to consistently deliver service excellence.”
Ian Taylor, pictured left, added: “This is an incredible achievement which highlights not just the power of Xdroid as a transformative CX and speech analytics platform, but the strength of the partnership forged between Avoira and Principal.
“A collaboration built upon mutual respect, open dialogue and a shared commitment to creating a game-changing solution, ensured that our expertise could be fully harnessed in support of Principal’s goals.”
Success at the Contact Centre World awards follows recognition on the domestic stage, with the Xdroid solution already having won at both the National Insurance Awards and Comms National Awards.
Its success is due to its proven ability to enhance customer service whilst ensuring and evidencing compliance with both company and regulatory protocols.
It incorporates both a Vulnerable Customers Identification Tool (VCIT) and Customer Sentiment Tracker (CST) which empower us to better serve all our customers.
The CST enables us to monitor customer satisfaction levels and identify best practice in order to heighten the customer experience. We use this information to inform our continuous training programmes and to mentor and support our call centre staff.
Since Xdroid’s implementation we have seen a significant increase in our quality assurance scores, indicating that our customers are now even happier with the service we provide.
The VCIT is also enabling us to better support customers facing a wide range of vulnerabilities, including financial, physical mental health issues.