Liberata is shortlisted for three awards at the UK National Contact Centre Awards
The UK National Contact Centre Awards, organised by the Contact Centre Management Association (CCMA), are celebrating their 30th anniversary this year. Liberata will hopefully be celebrating, too. We are delighted to say that we have been shortlisted for three categories:
- Contact Centre Support Manager of the Year
- Learning and Development Team of the Year
- Quality Team of the Year
The award categories
The UK National Contact Centre Awards celebrate the achievements of individuals and teams across the contact centre industry. The nominees are judged on their colleague-focused approach and being role models, inspiring those who they work with. The winners will be announced on Monday, 16 June 2025, at Old Billingsgate in Central London.
Liberata’s nominations
We have been shortlisted for one individual and two team nominations.
Contact Centre Support Manager of the Year
First, is our individual nomination for Rachel Hulme, our Customer Services Operational Support Manager. Hot off the back of presenting a CCMA roundtable masterclass, Rachel has been shortlisted for the Contact Centre Support Manager of the Year.
Rachel has been instrumental in developing and implementing Liberata’s customer services Quality Assurance (QA). With a focus on QA, she has established a comprehensive and well-structured Quality Framework and laid the foundations for a culture of continuous improvement and service excellence. She leads a newly formed team of quality analysts, who have contributed to operational success and ensure high-quality service delivery across our clients’ customer services. To make certain that quality standards are adhered to and maintained, Rachel’s leadership has transformed the training landscape and aligned learning and development initiatives with Liberata’s strategic direction. With an innovative approach, she has addressed immediate training gaps and helped to create a flexible, agile, and multiskilled workforce capable of delivering exceptional service to vulnerable customers.
On being nominated for this award, Rachel said:
“I wouldn’t have been able to achieve anything if it wasn’t for my phenomenal team, who have embraced change and have all been pivotal to the ongoing evolution of training and quality. We have been able to work at pace while adopting new technical solutions via Genesys. Due to the exceptional teamwork and continuous improvement ethos, we have created a robust quality framework and training programme that has revolutionised the service we deliver on behalf of our customers.“
Learning and Development Team of the Year
Next is our Customer Services Learning and Development Team, which has made an exceptional and transformative impact on service delivery, colleague development, and customer satisfaction.
The team’s dedication to continuous improvement has driven positive organisational changes. Most notably, the First Contact Resolution (FCR) stood at 95.5% in 2024, and the Customer Satisfaction Score reached 89%.
These significant improvements reflect the team’s strategic focus on developing both technical and empathetic skills, particularly when handling vulnerable customers, demonstrating the direct impact on the customer experience. With training programmes refreshed to incorporate the Vulnerable Customer Framework and Service Excellence training, the team greatly enhanced the customer experience by giving their colleagues the tools and confidence to excel in their roles.
Quality Team of the Year
Finally, as part of the Operational Support Team, the Quality Team, has transformed Liberata’s approach to service quality with great speed and effectiveness.
In a little over a year, the newly formed team of Quality Analysts has had an extraordinary impact. They have developed and implemented a comprehensive Quality Framework, integrating business compliance, process adherence, and service excellence. The team’s collaborative approach has delivered tangible improvements, including a significant 80% reduction in quality failures, bolstered colleague confidence, and helped their customer-facing colleagues deliver better service outcomes for vulnerable customers. They achieved this through their commitment to continuous improvement, targeted training and insight-sharing. Their influence and effect on Liberata’s customer service delivery, in short, has been remarkable.
Jayne Lawrenson, Director of Customer Services and Operational Support, said of her teams’ performances and award nominations:
“It’s wonderful to have our support teams shortlisted as finalists for the CCMA awards. These teams are pivotal to the ongoing success of our Contact Centres, as their work is vital in successfully onboarding and training colleagues throughout their careers with us to deliver exceptional customer service in every interaction. The Learning and Development Team has wholly embraced technology to support training and has redesigned our overall training approach to suit our hybrid posture.
The Quality Team provides impartial and robust insight into the standard of our service delivery. We have set ourselves high and exacting standards that we are proud of and are delivering against consistently.
Both teams work collaboratively to support our close loop quality and coaching framework, that colleagues, clients and importantly customers benefit from.
It’s well-deserved recognition for the team.“
Good luck to all our nominees at this year’s UK National Contact Centre Awards. We hope you bring home a hat-trick of awards.
A Liberata Contact Centre experience
Our Customer Service solutions enhance and support our clients’ customer experience, transforming performance and efficiency. We have a comprehensive, omnichannel solution that integrates multiple communication channels, including phone, AI, web and chatbots, and more, to provide a seamless, effective, and consistent service delivery across all touchpoints. Read how Liberata helped London Borough of Bromley Council leverage technology and innovation to meet growing service demand, improve call resolution rates and achieve high customer satisfaction.
