The Environment Agency has been shortlisted for “Contact Centre of the Year” at the European Contact Centre & Customer Service Awards (ECCCSAs) 2019, thanks to Content Guru’s storm® contact centre platform.
The Agency, a non-departmental public body sponsored by the UK’s Department for Environment, Food and Rural Affairs, is a finalist for an award that recognises contact centres which deliver an efficient and effective customer-focused operation and have a positive impact on the company as a whole.
The Environment Agency is responsible for the protection and enhancement of the environment in England, with a remit over 13million hectares of land and 22,000 miles of river. In addition to handling everyday enquiries such as fishing licenses and waste management, the contact centre also services emergency calls relating to environmental crimes and disasters – such as the August 2019 flooding affecting Derbyshire.
The Agency first began operating storm in January 2017, taking advantage of the platform’s ability to scale to demand and ensure that customers are not frustrated by waiting in long contact queues. Agents are also provided with relevant data and customer information in a single portal, ensuring a quick and efficient service when handling contacts.
Deborah McGeever, Customer Operations Manager at the Environment Agency said: “We are committed to delivering outstanding customer service in an efficient and effective way to enable our customers to do the right thing for the environment. I am very proud of being shortlisted for “Contact Centre of the Year”. It is a recognition of all the hard work our team do every day to make sure we protect and enhance the country we live in for the next generation.”
Martin Taylor, Deputy CEO of Content Guru, added: “The Environment Agency carries out vital work in England – just look at the response to the recent flooding around the country. The Agency’s contact centre is a central part of their operation, and Content Guru has always been proud of the fact that the platform powering that contact centre is storm. We are pleased to see that the Environment Agency is getting the recognition it deserves, and wish their team the best of luck for the finals.”