Welsh Contact Center Awards celebrate industry leaders
CARDIFF, WALES — The 25th annual Welsh Contact Center Awards honored several top performers across Wales’ contact center industry last week.
Organized by Cnect Wales, the awards recognized individuals and businesses for their achievements over the past year.
Winners included Arvato for Best Helpline/Adviceline, Dŵr Cymru Welsh Water for Best Hybrid/Cross Functional, and Admiral for Best Environment & Sustainability Strategy.
Meanwhile, Virgin Atlantic Airways and Which? clinched the titles for Large and Small/Medium Customer Centers of the Year, respectively.
The ceremony highlighted the sector’s significant contribution to the Welsh economy, bringing in £650 million (US$795 million) annually and employing over 32,000 individuals across 350 businesses.
The awards introduced eight new categories this year, with 21 gold awards and numerous silver recognitions distributed in total. Notable silver winners included Acquis Insurance Management, Starling Bank, The Royal Mint’s Louise Terry, and Blackhorse Finance’s Roopkiran Bahia.
“Robotics and AI haven’t replaced the human touch at the heart of customer service,” said Cnect Wales Managing Director and Founder Sandra Busby.
“Our ability to adapt to these changes while maintaining a steadfast commitment to providing exceptional customer services is the key to our continued success.”
The evening was sponsored by several businesses, including headline sponsor Jomo People, and supported by category sponsors such as Deloitte, CGI, and Yolk Recruitment.
