WINNER
Transforming Customer Contact Team, DWP
www.direct.gov.uk
- This team aims to deliver improvements to help customers find the most suitable route into their services and to contact the right person to deal with an enquiry. They have rolled out TexBox, to improve the way DWP handles telephone calls from Deaf and hearing/speech-impaired customers who use textphones. It uses instant messenger style technology allowing staff to answer textphone calls quickly and efficiently from their desktop computers.
FINALISTS
DiversityJobs
www.diversityjobs.co.uk
- DiversityJob.co.uk is the UK’s most accessible job site for people with disabilities looking for employment. They have put in place diverse contact options so that people can interact with them in a way of their choosing.
Fred Olsen Cruise Lines
www.fredolsencruises.com
- A well established cruise line that is popular with people over the age of 50, it has thought about the end to end customer experience and diverse customer needs. Customers praise the ease with which they can make contact and has been congratulated for their handling of calls via Text Relay.
The winners was announced at the Awards Ceremony on 7 June.
The winning organisation will demonstrate how its call management systems have been exceptionally effective in facilitating communication and access for disabled customers. The award recognizes innovative use of IT in interacting with the public and enhancing the customer contact experience as a result.
For further information, look at the Employer’s Forum on Disability’s ‘Your Call is important to Us’ sponsored by BT, available for download at www.efd.org.uk/publications/your-call-is-important-to-us
Who is eligible?
Any organisation using call or contact centres to manage customer interaction – private, public or not-for-profit.
How do you make a nomination?
Directly, by nominating your own organisation. Or indirectly, by nominating an organisation you rate highly for excellence in this category.
Judging criteria
We are seeking nominations from organisations that have used IT in an innovative way to cater for the needs of a diverse customer base.
We are looking for an organisation that has thought about its contact strategy and put options in place so customers can choose how they make contact.
For example, it will provide direct contact for its deaf customers without reliance on text relay and will be able to demonstrate that it has considered the needs of its disabled customers and made improvements to enhance the customer experience as a result.
