Liberata picks up double award win at Call North West Awards

Liberata’s Pendle team awarded ‘Best Outsourced Contact Centre of the Year’ while Gerson da Silva wins prize for ‘Hero of the Year’

We are delighted to announce that Liberata was one of the winners at last week’s Call North West Awards. Liberata’s team won the ‘Best Outsourced Contact Centre of the Year’ award and was acknowledged for the great work it has done in partnership with Pendle Borough Council, including launching key initiatives with the local community and achieving an average customer satisfaction rate of 98%. The award recognised Liberata’s exemplary quality of service for both Pendle Council and the wider community. Beyond exceeding all targets for customer service, the Liberata team was also involved in proactively reaching out to citizens to make sure that they were aware of and prepared for upcoming reforms around welfare payments and garden waste. By working with the Council, relevant charities and local advice centres the team prepared a range of services for citizens to help manage these transitions and alleviate pressure on Council resources. This proactive approach, combined with a pragmatic application of data analytics and optimised demand management, helped to achieve this high level of performance.

In addition, Gerson da Silva, who initially joined Liberata as an apprentice and has since become a full-time employee, was recognised as ‘Hero of the Year’ following his exceptional performance throughout 2015/16. Gerson was consistently one of the highest performers in the team and, thanks to excellent customer service statistics, including a 99.5% customer satisfaction rating, as well as glowing testimonials from co-workers and customers alike, picked up his second award of 2016. Earlier in the year, Gerson had also been announced as the winner of the ‘Customer Service Apprentice of the Year 2015/2016’ at his local college.

Vijay Chandiramani, COO of Liberata, said, “We are absolutely committed to delivering the highest possible customer service to every customer, day in and day out. These award wins are a recognition of all the work that the team has been putting in over the past year, going above and beyond what is expected, and it’s wonderful to see that effort being rewarded. Our strategic Digital Transformation programme, including advanced data analytics, has been a key enabler and helped to complement the public service ethos consistently demonstrated by everyone here. Gerson has been a wonderful member of the team and we’re lucky to have people throughout the organisation who show such dedication and passion. I’m very proud of everything that the team has achieved over the last year and I’m delighted to see them win.”

The Call North West awards aim to recognise and reward the achievements of individuals and organisations in the contact centre space. The full list of award winners is available here: Call North West Award Winners 2016

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As a Council we are focused on ensuring that the services delivered are both sustainable and of the highest quality. We are delighted to be working with Liberata to help deliver these services on behalf of our residents and businesses. Liberata stood out with its ability to drive transformational change and improve customer access and digital services.
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Following a formal process and tender notice, Liberata stood out with its ability to transform our services and improve customer access and digital services. Liberata has demonstrated it can achieve high collection rates across business rates and Council Tax services and benefits by improving processing times. We look forward to working with Liberata to help transform these services for our residents and ensuring we are providing the appropriate levels of support to the most vulnerable in our area.
A spokesperson for Swindon Borough Council
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