Worcester, UK - 12 March 2015 – “What’s your Postcode?” company, Postcode Anywhere, is delighted to have been shortlisted in the European Call Centre and Customer Service Awards (ECCCSA) in the Support Team of the year category.
Postcode Anywhere’s technical support team have been nominated for an ECCCSA award for three consecutive years and in 2014 they secured the trophy competing against Virgin and the Lloyd’s Banking Group.
This year the team will be competing against HSBC and RHP, a national housing association. Also included in the nominee line-up is the Air21 Group an international company that provide technical call centre solutions for mega brands including the NHS and Sky plc.
As an established programme the ECCCSA awards formally recognise and applaud professional excellence throughout the UK and Europe. It is committed to acknowledging and rewarding the best and most successful individuals and organisations in the contact centre and customer service industry.
Postcode Anywhere’s head of service Alex Schofield is responsible for customer service and technical support and was involved with managing the restructuring of the merging of the teams two years ago. He said: “I’m delighted that we have been nominated for this award for two consecutive years now and last year we returned with the trophy which was testament to the hard work and dedication of our very competent team. As a company we have made a significant investment in improving systems and one of the simple decisions we made was to move technical support and the customer service team to enable them to sit together, which has turned out to be a highly effective move.
“Before we merged the team we estimated the average time to resolve customer enquiries as approximately 40 minutes but since the move we have managed to cut them down to 15 minutes which is very significant. The new team structure has given us far more agility. In other words we can respond quickly to customer queries as it mitigates the need for calls to be fielded to more than one person.”
Postcode Anywhere has 9,000 customers and with 85% of the company’s business being based on referral or repeat business, providing excellent customer service has been key to its success. The technical support team will attending a glitzy black tie Gala Dinner in London’s Old Billingsgate on the 10th June where they will learn their fate.