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
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
Swindon 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