Liberata wins two awards at the Call North West Contact Centre Awards 2017

Liberata’s team awarded ‘Best Use of Social Media’ while Gayna Worthington wins award for ‘Trainer/Coach of the Year’.

We are delighted to announce that Liberata was one of the winners at this year’s Call North West Awards. Liberata’s team won the ‘Best Use of Social Media’ award, acknowledging the excellent customer engagement it has delivered in Burnley through social media channels. The award recognised Liberata’s exceptional quality of service, in supporting vulnerable customers to use online communications channels and engage the wider community to support them. Led by Neil Ranade and Natalie Harward, the team put together a comprehensive strategy to drive the digital transformation of Burnley Council’s customer service function and support interactions online through social media. The optimal use of social media is part of Liberata’s strategy to achieve Burnley Council’s objective of being a fully digital Council.

In addition, Gayna Worthington from Liberata’s Pendle team, was recognised as ‘Trainer/Coach of the Year’ following her outstanding performance throughout 2016/2017. Gayna is responsible for training the Liberata teams in Pendle, Burnley, and the London Borough of Hillingdon, each of whom regularly deliver the highest level of customer service.

As well as winning the ‘Best Use of Social Media’ and ‘Trainer/Coach of the Year’ at this year’s Call North West Awards, Liberata was named a finalist in seven separate categories, including:

• Best Outsourced Contact Centre
• Manager of the Year
• Business Improvement Strategy of the Year
• Best Use of Social Media
• Trainer / Coach of the Year
• Contact Centre Ambassador
• Hero of the Year

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. With an industry leading customer service proposition, 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. Driving digital transformation and automation across our government partnerships is core to what we do, and this is exemplified by the entire team. Gayna, Neil and Natalie are wonderful members of the team, and we’re fortunate to have people throughout the organisation who demonstrate such dedication and passion. I’m very proud of everything that the team has achieved over the last year and the difference that it has made to the communities we serve.”

The Call North West Contact Centre 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 Contact Centre Awards 2017

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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.
Richard Baker
Welwyn Hatfield Borough Council
Liberata is the ideal delivery partner to help us achieve our aims, whilst ensuring we can drive down processing times and improve the service for our customers. Council tax and business rates collection will improve, ensuring that we have the funds to deliver the vital services that have a positive impact on residents’ lives. We look forward to working closely in partnership with Liberata to help achieve our aims
Rebecca Keene
Broxbourne Borough Council
Eastleigh Borough Council has worked with Liberata for a number of years who undertake the council's empty home reviews, and I must say, their service exceeded all expectations. From start to finish, they demonstrated professionalism, efficiency, and a genuine commitment to addressing this critical issue in our community. Thanks to Liberata, the council has been able to maximise our empty home bonus year on year. This positive impact on our community cannot be overstated.
Kerrie Thomas
Eastleigh Borough Council
The RV Finder service from Liberata has really helped us ensure that our data is as accurate as possible and, when the VOA has processed the outstanding cases, I fully expect to see more than £1,000,000 of additional RV. The “risk and reward” model works well and the Council only has to pay for their success and the service is something that we will use on a regular basis.
Steve King
Leicester City Council
Liberata has been empowered to create a seamless integration with technology to digitally transform the Revenues and Benefits service whilst trying to protect local jobs. The joint strategy has helped to deliver innovative solutions that have exceeded expectations, whilst providing savings to the authority. This surge in digital engagement has helped deliver strong year one outturn with electronic billing and the technology will enable us to show improvements in the benefits speed of processing and in Council Tax processing of moves, discounts and exemptions.
Andy Stevens
Swindon Borough Council