Shared Services Connected Limited (SSCL) has won the prestigious Gold award at this year’s UK National Contact Centre Awards, recognising its outstanding support to its internal operational teams, contact centre and clients
SSCL’s Knowledge and Insight Management team was announced as winner in the Contact Centre Support Team of the Year – Colleague category, demonstrating the huge impact the team has had on SSCL’s organisation wide operational performance.
Going up against some giants in the category including Tesco Bank and Direct Line, the team was acknowledged for its innovative solution, its single customer experience interface that has reduced calls into the contact centre by as much as 90% in some areas and increased self-service by 500%!
SSCL’s myHub portal offers instant information, live webchat and chatbots providing real time help, advice and guidance serving 17 central Government bodies and up to 300,000 potential users, answering queries across HR, IT, Recruitment, Finance and Accounting services.
The implementation of myHub has seen an improved customer efforts score to 83%, improved NPS by 15 points in 2019 and first contact resolution improved by 7.6% to 92%.
Additionally, it has improved customer experience by providing accurate, timely knowledge to end-users and reduced reliance on voice and email channels for query resolution.
SSCL’s focus on enhanced Customer Experience plays a big role in its newly launched innovation strategy – to develop innovative digital solutions tailored to CX. The strategy Shared Services your way is a move away from standardised Shared Services, says Clive Shepherd, head of SSCL Customer Experience.
Speaking about the team’s win and the positive impact myHub has had on SSCL’s customers, Matt Hurley, Director of Strategy and Innovation said: “I’m immensely proud of our Knowledge and Insight Management team for winning this award. It’s great that all of their hard work, that has had such a positive impact on the SSCL contact centre performance, has been recognised in this way.
“They have worked in a truly collaboratively manner, both with the SSCL contact centre operational teams and with our end users. Their drive, commitment and passion for their work has ensures the benefits of all of their great work, is felt by all of our customers.
“The recent upgrade to our award winning self-service platform – myHub, has been really well received. It’s a key solution that we’ll continue to develop and is fundamental to our goal of providing personalised user experiences.”
SSCL’s myHubv2 offers clients even more solutions to customer experience.